Vivint Canada Inc

Initial Business Response /* (1000, 5, 2016/01/22) */
January 22,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of
Agreement: May 20,
To 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 agreement ended in November 2015, but Vivint continued to charge her monthly service feeMs*** desires a refund of $
Vivint's records show that Ms*** signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that she would pay a monthly monitoring fee of $each month, plus applicable taxes, during that termIn section it states:
The initial term of this agreement begins on the day this agreement begins on the day this agreement is signed and continues for the minimum contract termThe service fee is payable in advance and the first payment is dues when the equipment is installed and operationalAgreement for service is for the minimum contract term, which shall continue month to month thereafterFollowing the end of the Minimum Contract Term, either party may terminate this Agreement at any time upon at any time upon at least thirty (30) days written prior notice to the other partyIf terminated, this Agreement ends on the last day of the thirty (30) days notice period
Vivint received Ms***'s written notice of cancellation on December 21, Vivint's records show that Ms***'s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintVivint billing account shows Ms***'s account was past due $when the account was closedAlthough the charges are vaild, Vivint has agreed to waive the past due amountVivint will not be refunding Ms*** any amount
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention Department *** - ***
Sincerely,
Nathan B***

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,
*** ***

Initial Business Response /* (1000, 6, 2015/05/20) */
May 20,
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement: August 6,
To Whom It May Concern:
I have reviewed the information
provided by Ms*** and appreciate the opportunity to respond
In her complaint, Ms*** alleges that she was offered a lowered monthly service fee until the end of her Agreement by a Vivint representativeMs*** desires a refund of monies paid to Vivint in alleged overcharges, removal of Ms***'s payment information, and proof of cancellation of Ms***'s account
Vivint's records indicate that Ms*** first contacted Vivint in regards to cancellation on October 4, Ms*** stated that the reason she wanted to cancel was because her dogs set off the glass break sensorA representative offered a reduced monthly service rate for five (5) months to assist Ms***Vivint records indicate Ms*** accepted this offerOn April 6, 2015, Ms*** called in wanting to cancelAfter speaking to a Vivint representative, Ms*** agreed to a service appointment with a Vivint field service professional to inspect Ms***'s systemOn April 11, 2015, a Vivint field service professional was sent out to Ms*** homeUpon inspection of the system, the glass break was deemed not suitable for Ms***'s homeVivint agreed to cancel Ms***'s account after the inspection
Vivint's records indicate that Ms*** signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that she would pay a monthly monitoring fee of $each month, plus applicable taxes, during that termAlternatively, Ms*** completed a telephonic Pre-Installation Survey with Vivint's Account Creation departmentEvery customer must complete this Pre-Installation Survey, and if a customer does not pass *** survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer's homeThe purpose of the survey is to verify certain information, ensure that the customer understands Vivint's offer, and confirm the terms and conditions of the AgreementOur records show that Mr*** *** completed the required Pre-Installation Survey on July 19, During the recorded Pre-Installation Survey, Mr*** represented that he understood and agreed to the initial term of forty-two (42) monthsHe also represented that she would pay a monthly monitoring fee of $each month during that term
Furthermore, Vivint's records show that Ms***'s agreement with Vivint has been cancelled on May 11, 2015, and she has no further contractual obligation to VivintAlthough a refund in not warranted, in an effort to assist Ms***, Vivint has agreed to refund Ms*** $57.47; the amount Ms*** was charge for her final payment to VivintOnce Vivint has record that the refund went through, Vivint will erase Ms***'s payment information from Ms***'s account
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX, attention Department *** - ***
Sincerely,
*** ** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In Vivint's response, they allege they were first contacted by myself on Oct 4, to cancel my contractVivint also alleges that on April 6, I phoned in wanting to cancel my contractWhile the payment terms of the signed contract ($49.99/month for months) were never contested, Vivint alleges a Pre-Installation Survey was carried out by Mr*** *** on July 19, Vivint's records indicate my contract was cancelled May 11, and they offer a refund of $for a refund of my final payment to VivintAfter the refund is processed, they will remove my payment information from my account
Vivint's allegations of their records differ from my recordsMy records indicate I phoned Vivint in Aug once we identified that using the alarm system would cause numerous alarms (alarms within week), within month after the alarm system was installedMy phone call on April 6, was in fact to determine why my credit card was overcharged for the month of AprilI was informed at that time that I was over-credited for the month of March and being retroactively charged for Vivint's mistakeI was forced into a conversation about cancellation of the contract by the customer care department (spoke with ***) because that was the original reason I was offered a creditMy request was to have the $15/month credit on my account until the end of my contract, and I would willingly and regularly pay the amount owing, as I have since the contract was createdWith respect to the terms of the contract, Vivint has been unable to provide a suitable alarm monitoring system since they installed the system in our homeI believe this is a breach of the contract termsAlso, there is no one by the name Mr*** *** either on the account nor living at my addressMy husband's name is Mr*** *** I have written confirmation from Mr*** that my contract was cancelled on April 14, (I can provide this documentation if required)Without waiting for a response as to my agreement of the terms offered by Vivint, they have refunded me $on May 22, (posted on my account May 25, 2015)
Due to the documentation I have proving my contract was cancelled April 14, 2015, the failure of Vivint to keep accurate records (exMr*** *** vice Mr*** *** completing the Pre-Installation Survey) and Vivint's inability to meet their side of the contract, my original request to be refunded a total of $and have my payment information removed from my account (verified still there on May 28, 2015) still stand
Furthermore, I request for the balance of the refund to be issued via cheque payable to *** *** (i.e not issued to my credit card) and sent to my residential mailing address with written confirmation that my payment information has been removed from my account
Final Business Response /* (4000, 10, 2015/05/29) */
May 29,
Revdex.com of Central and Northern Alberta
XXXXX XXX Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement: August 6,
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
In her complaint, Ms*** alleges that a reoccurring credit of $was to be applied to the entire contract length, and that she has not received a full refund of the monies she paid to VivintMs*** desires a refund of $
Vivint's records indicate that on October 4, Ms*** was granted a reoccurring credit of $for a total of five (5) monthsOn May 20, a refund in the amount of $was submitted back to the credit card on fileAlthough an additional refund is not warranted, Vivint will refund Ms*** in the amount of $as an act of goodwillMs***'s account is cancelled, and she has no further contractual obligations to Vivint
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX, attention Department *** - ***
Sincerely,
*** ** ***
Final Consumer Response /* (2000, 12, 2015/06/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Vivint's resolution of refunding me $55.05, although they have not addressed how the refund will be issued and my credit card number has not been removed from their file (confirmed Jun 5, 2015)
Vivint has also not addressed the issue of their poorly kept records of my accountNames, dates and history of issues were never properly recordedThe system installation was a problem from the first week after install, of which both my husband and I spent much of our time on the telephone with Vivint representatives with no resolutionThey have no record of these conversations, whereas I do
I will be anxiously awaiting a cheque issued in the amount of $to be sent to my home address

April 13, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: November 30, To Whom It May Concern:I have
reviewed the information provided by Mr*** and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr*** in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionOn April 10, a Vivint technician was sent to Mr***’s home to fix his Vivint Doorbell CameraAdditionally, a credit has been applied to Mr***’s billing account in the amount of $115.99.** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/01/11) */
January 11,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of
Agreement: July 16,
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
A representative from Vivint has recently contacted Ms*** in an effort to resolve her concernsVivint's records indicate that this matter is being resolved to Ms***'s satisfactionIf there are any further questions or concerns in regards to this matter, Ms*** may contact Vivint's representative directly
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX, attention *** *** - ***
Sincerely,
Nathan BW***

Initial Business Response /* (1000, 5, 2015/06/19) */
June 19,
Revdex.com of Utah
W S
Salt Lake City, Utah XXXXX
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement: July 16,
To 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 was promised a three (3) month deferment, but Vivint never applied the deferment to his accountMr*** now desires the cancellation of his account
Vivint's records indicate that prior to the installation of any equipment; Ms*** *** completed a telephonic Pre-Installation Survey with Vivint's Account Creation departmentEvery customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer's homeThe purpose of the survey is to verify certain information, ensure that the customer understands Vivint's offer, and confirm the terms and conditions of the AgreementOur records show that Ms*** *** completed the required Pre-Installation Survey on June 12,
During the recorded Pre-Installation Survey, MsSarah *** represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she would pay a monthly monitoring fee of $plus any applicable taxes each month during that termFurther, Ms*** *** represented that these terms were clearly outlined on the Agreement and that Vivint's representative did not make any promises or commitments which were not written on the AgreementVivint relied on Ms*** ***'s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement
Vivint's records indicate that this matter is resolvedA representative from Vivint has recently attempted to contact Mr*** in an effort to resolve any additional concernsCancellation without penalty is not warrantedIf Mr*** still desires to cancel, his payoff on his account would be $However, in an effort to resolve this matter, Vivint would be able to offer a reduced payoff of $If Mr*** wishes to take advantage of this offer I would advise him to contact Vivint's Customer Loyalty department at X-XXX-XXX-XXXX
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX, attention *** *** - ***
Sincerely,
*** ** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/06/22) */
I have read the response from my complaint given by Vivint, and appreciate them answering so quickly
I agree with them that we were screened at the time of the contract signing, and that a contract was signed, but my biggest problem with this whole situation is that we were given information by the door to door salesman about what payments were going to be taken from our accounts as we told him that we could not afford the set up costs ar this time and if he could come back at a later dateHe stated that they would not be aroind and if we were to sign now, he would make sure that the set up costs would be taken care of and to not "worry" about themUpon recieving the system we noticed that a set up fee was charged and at no point was there any mention of the fee being waved, which I understand isn't even an option to doI consider that information on his partThe biggest thing that I would like to bring up and is pretty much my biggest complaint is the lack of training/knowlege from the customer loyalty deptIt seems that whenever I call to lodge a complaint, I get told a different resolution everytime, offered a differment or a credit and then the following month get told after my payment is taken and I phone to ask why, they say it was declinedI do not understand why they cannot contact me when it comes back declined? That way I at least know whats going on and can find an alternate route to solving a problemThat and they apparantly dont tell you that you cannot recieve a differment within your first year of the contract and that is why they are being declined, again lack of training perhaps? Sorry if I seem irritated, it is just tough when you are being told things are going to be done and then when things are declined, you arent informed until it is too late.***
The pay out offer is generous, and appreciate it, it is still mare than I can afford at this time and was wondering if there is a lesser amount that Vivint can offer? Thank you
Final Business Response /* (4000, 10, 2015/06/24) */
June 24,
Revdex.com of Utah
W S
Salt Lake City, Utah XXXXX
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement: July 16,
To Whom It May Concern:
In his rebuttal, Mr*** maintains his position that his sales representative misrepresented the agreement with VivintMr*** also requests further assistance in regards to Vivint's previous offer
Vivint maintains its position that cancellation is not warranted in regards to Mr***'s accountHowever, in an effort to further assist Mr***, Vivint is willing to reduce his payoff from the previous offer of $to $Alternatively, should Mr*** wish to continue services, Vivint is willing to reduce his monthly rate to $27.03, plus any applicable taxes, for the remainder of his agreement with VivintIf Mr*** wishes to take advantage of either offer, I would advise him to contact Vivint's Customer Loyalty department at X-XXX-XXX-XXXX
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
Sincerely,
*** ** ***
Final Consumer Response /* (2000, 12, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***, thank you again for writing back, and I am sorry this had to be handled this wayI just felt that everything I did over the phone with Vivint wasn't handeled properly in any way and was always a dead end for any resolution
As I said earlier, thank you for the lowered pay out option, and even though dollars is a great option, I still cannot afford that at this timeBut with talking with my wife, we would like to accept the lowered monthly payment of dollars plus taxes for the remainder of our contract agreementMy wife or myself will contact the customer loyalty deptWithin the next day or so, but when I call, I am assuming that they will know of this deal? Please advise me of this as I do not really want to have to explain all of this over the phone againThank you again and I appreciate your willingness to work with me through this forum

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
Thank you VERY much for helping me resolve this, Revdex.com!!!! (Hugely appreciated!)And thank you to Nathan W*** (@ Vivint) for cleaning things up at Vivint's end.
Sincerely,
*** ***

February 9, 2017*** *** *** ** *** *** *** ***
*** *** ***
*** ** *** *** RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #:
*** Date of Agreement: August 20, 2016 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 has had equipment complications and has not been able to have a technician show up at her home to address these issuesMs*** desires cancellation of her Agreement without penalty and removal of Vivint’s equipment A representative from Vivint has contacted Ms*** via email in an effort to resolve this matter At this time, Vivint has applied credit to Ms***’s account in the amount of $164.08, to clear the past due balance and to compensate for any system downtime Vivint would like to ensure that Ms*** is able to utilize her system as intended, and will send a technician to her home at no charge to address equipment issues. Vivint’s records show that Ms*** signed an Agreement on August 20, 2016, in which she agreed to an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term Vivint has not yet had an opportunity to send a technician to address Ms***’s concerns with the system Given these facts, cancellation of Ms***’s Agreement without penalty is not warranted at this time Vivint agrees to the above resolution in this matter Ms*** may contact the representative who has reached out to her directly to schedule a service visit. ** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of
Agreement: July 4,
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
In her complaint, Ms*** alleges has charged her taxes incorrectlyMs*** desires the refund of taxes she has paid and a good will credit of $
Vivint's records indicate due to a clerical error, Ms***' postal code was entered incorrectlyVivint has made the correction and Ms*** will be billed correctly from this point forwardA refund in the amount of $is being sent back to the credit card on fileVivint has also agreed to credit Ms***' a goodwill credit of $
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX, attention *** *** - ***
Sincerely,
Nathan B***
Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a satisfactory resolutionI simply wanted to have correct billingI spoke with at least people over the course of 8-months in an effort to get this resolvedI am disappointed that Vivint's customer service people made this such a difficult process but appreciate that a resolution was achieved

Initial Business Response /* (1000, 10, 2015/09/23) */
September 23,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: ***
Complainant: Janet F*
Vivint Account #: ***
Date of
Agreement: August 26,
To Whom It May Concern:
I have reviewed the information provided by MsF* and appreciate the opportunity to respond
In her complaint, MsF* alleges that she had a alarm for which she was responsible to pay a fee, and that Vivint paid the fee for her and then automatically charged her bank accountMsF* further alleges that she has had multiple equipment complications with her system, and that one of her doors was damaged at the time of installation and Vivint did not fully compensate her for this damageMsF* desires a copy of the invoice Vivint received from her city for the alarm fee, for future alarm fees to come to her directly, and possible cancellation of her Agreement without penalty
Vivint's records indicate that on August 24, 2014, MsF* signed a Purchase and Services Agreement, representing that she agreed to an initial term of forty-two (42) months of service, and a monthly fee of $during this termThe Agreement states that MsF* authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint, including monthly monitoring, trip or service fees, or amounts which may accumulate in arrears according to the conditions of the Agreement (Section 2.4)One term of the Agreement is that MsF* will be responsible to pay any alarm fees charged to her, or to Vivint on her behalf (Section 10)MsF*'s jurisdiction charges Vivint for any alarm fees, and pursuant to the Agreement Vivint may then charge MsF* for the feeA copy of any invoice Vivint may have received from the jurisdiction regarding this fee has been requested, and will be provided to MsF* via email
Vivint would like to assist MsF* for any inconvenience this may have causedA credit in the amount of $has been applied to MsF*'s Vivint account to pay the alarm fee that was chargedI would like to apologize for any undue delay in the process of MsF*'s damage claim for her doorVivint's records show that the claim was settled with MsF* in October 2014, and that MsF* agreed to the offered settlement
Furthermore, Vivint would like to ensure that MsF* is able to utilize her system as intended, and has recently sent her a replacement cameraIn addition, Vivint may send a Field Service Professional to her home at no cost, to address any issues she is experiencing at this timeMsF* may contact Vivint at 1-800-216-to schedule this appointment
Due to the signed Purchase and Services Agreement between Vivint and MsF*, cancellation is not warranted at this time
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
Sincerely,
Nathan BW***

Initial Business Response /* (1000, 5, 2016/05/06) */
May 6,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE:
***
To Whom It May Concern:
I have reviewed the information provided by Mr*** and appreciate the opportunity to respond
A representative from Vivint has recently contacted Mr*** in an effort to resolve his concernsVivint's records indicate that this matter is being resolved to Mr***'s satisfactionMr*** may contact Vivint's representative directly if he has any further questions or concerns
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) 765-5759, attention Department - Legal
Sincerely,
Nathan ***
Initial Consumer Rebuttal /* (2000, 8, 2016/05/09) */
I was contacted by Vivint today May 6, with an agreement to cancel services with no charge to meWow, what a relief* *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ***

Revdex.com:I think it is disappointing that the company refuses to accept that the sales tactics of their reseller are unprofessional and will not accept any responsibility*** ** ** *** *** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** Unfortunately the company seems to fail to realize the reseller is negatively impacting their business as I will never do business with that company
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
Sincerely,
*** * *** ***

Initial Business Response /* (1000, 5, 2015/06/29) */
June 29,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
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
Vivint values and appreciates Mr***'s feedback about his sales experienceMr***'s feedback has been submitted and the appropriate action is being carried outMr***'s address has been added to a do not visit list and will not be visited by Vivint any further
If you have further questions or concerns regarding this response, please respond to either our mailing address:***
Sincerely,
*** ** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WHile I am glad that Vivent is placing us on a "do not visit" list as statedI explicitly asked for an apology to my family and that was not given
The fact that the response was given from a rep who issued a USA address for a company practice that occurred in Canada is not re-assuring at all*** I can accept that, but they need to realize that their representatives are doing them harm.***
I'm thankful that my house is on this "do not visit" list, but given the response I'm not confident that this will be the last I've seen from their sales people

Complaint: ***
I am rejecting this response because:it is insufficient to cover the cost of repairs to my home The quote for $only covered the repairs to the outside of my house and I am also left with damages to the inside of my house including a new fist sized hole that was left in my wall upon removal of the product
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/04/29) */
April 29,
Revdex.com of Canada
W S
Salt Lake City, Utah
RE:
***
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
A representative has recently contacted Ms*** in an effort to resolve her concernsVivint's records indicate that this Ms*** and this representative have agreed upon a resolutionVivint apologizes for the inconvenience Ms*** has experienced
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) 765-5759, attention Department - Legal
Sincerely,
Nathan ***
Initial Consumer Rebuttal /* (2000, 7, 2016/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My response to Vivant is as follows:
I accept this resolutionWhile I am satisfied with this outcome, it is unfortunate that I had to go to the trouble of filing a complaint with the Revdex.comWhen I asked your agent to rescind the contract extension of months that was set up years and months before my contract expired, he had no intention of doing so and played back the telephone conversationHe couldn't explain why Vivant extends contracts years and months before expiryIn fact the first renewal was months before expiryI didn't have that information in front of me at that time either*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

January 20, *** *** *** ** ***
*** * *** *
*** *** *** *** ***
*** *** *** *** ** ***
*** ***
***
*** *** ** ***
*** ** *** *** ** *** To Whom It May Concern: I have reviewed the information provided by Ms*** and appreciate the opportunity to respond In her complaint, Ms*** explains that her account was supposed to be cancelled in 2014; however, her account was sent to collectionsMs*** requests that Vivint remove her account from collections At this time, Vivint has agreed to remove her account from collections However, it should be noted that Ms*** contacted Vivint on May 12, via phoneOn this call, Ms*** was explained her cancellation options which were a free move or a takeoverMs*** declined these offersAdditionally, Vivint does not have any record of a required notice of cancellation being sent by Ms***; therefore, her account was sent to collections due to non-payment Despite the information mentioned, Ms*** has no further obligation to Vivint ** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW*** 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,
*** ***

March 29, 2017*** *** *** ** *** *** *** ***
*** *** ***
*** ** *** ***RE: Consumer Complaint Case #: *** Complainant: *** *** *** Vivint Account #: *** Date of Agreement: April 2,
To Whom It May Concern:I have reviewed the information provided by Mr*** and appreciate the opportunity to respond. In Mr***’s complaint, he explained that he never received his outdoor cameraMr*** further explains that he wanted to lower his monthly bill because the outdoor camera was never installed and that Vivint refund him all monies paid for the outdoor camera, Mr*** states that this has not happenedAs such, Mr*** requests that his account be canceled without penalty.A representative from Vivint has recently attempted to contact Mr*** via email in an effort to resolve his concernsVivint’s records indicate that Mr*** was refunded $on June 30, 2016, for his outdoor cameraVivint’s records further show that Mr***’s monthly payment was lowered from $to $on March 16, Also on March 16, 2017, a credit of $was placed on Mr***’s account to cover the time from June to March that Mr*** paid for the outdoor cameraDue to these facts cancellation of Mr***’s account without penalty is not warrantedIf Mr*** wishes to cancel his account early then he may contact Vivint’s Customer Loyalty DepartmentIf Mr*** has any other questions or concerns he may contact the Vivint representative who reached out to him
** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/11/05) */
November 5,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement:
August 5,
To Whom It May Concern:
I have reviewed the information provided by Mr*** and appreciate the opportunity to respond
A representative from Vivint has recently contacted Mr*** in an effort to resolve his concernsVivint's records indicate that this matter is being resolved to Mr*** satisfactionA Field Service Professional is scheduled to be dispatched to Mr*** home on November 9, 2015, to address his equipment concernsMr*** may contact the representative who has reached out to him if he has any further questions or concerns
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX, attention *** - ***
Sincerely,
Nathan BW***