Vivint Canada Inc

Complaint: [redacted]
I am rejecting this response because: every month since Mar 2016 they keep trying to take ??? from my account contract was cancelled on June 7th 2016.Please stop monthly payment.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am declining because this is not fully resolved. I need Vivvint to understand what is happening. While I appreciate the term length being ammended I am not satisfied knowing that my cobtract started in October of 2014 NOT October of 2014. The representative with Vivvint was not honest and [redacted] (from vivvant) came back to my house in Oct of 2015 stating I needed the contract to be changed into my name. At the time it was in both my mothers and my name. He did not tell me he was changing my paoerwork to state the contract was restarting in Oct 2015. He said no other changes were being made except for a name change. He changed the contract term to say I recieved my services in Oct 2015 when in fact my services began October 2014. I can give serial numbers to my equipment if that will help them to understand how dishonest this representative was. Im sorry but due to this I will not settle until this is fully ammended and I have paperwork in hand stating that my contract began Oct 2014 and that it is infact a 36 month term STARTING Oct 2014. This is not okay! Ive talked to vivvint in which they seemed confused as to when my term started and tried to again be dishonest. I dont believe for a second that they do not have a paper trail that would infact prove my point and why I am fighting for this. Anyways, this is how it needs to be in order for me to resolve the matter. Thank you Revdex.com for your help this far!  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/27) */
January 27, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: July 13, 2013

To Whom It May Concern:
I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond.
In her complaint, Mrs. [redacted] alleges that she was promised that her move fee of $99.00 and a monthly fee of $72.44 were to be waived due to the amount of time it took to relocate her services. Mrs. [redacted] desires cancellation without penalty.
Vivint's records indicate that a refund in the amount of $171.44 is being sent back to the credit card on file. Cancellation would not warranted, however, in order to further assist Mrs. [redacted], I have credited Mrs. [redacted] one (1) month of service for the delay of process.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After being promised the $99 move fee would be refunded back to my credit card I was emailed by Vivint advising that the initial refund was denied and they failed to notify me. Finally after putting in this complaint their legal department agreed to refund the move fee and the monthly charge. Unfortunately they will not let me out of my contract without a $800+ penalty. Once the contract is up I will be looking for a new provider.

Complaint: [redacted]
I am rejecting this response because: As you can see from the document attached this matter has not been resolved. I am completely unsatisfied. At no point did vivint resolve this matter with me. Not to my "satisfaction". They in fact sent me this letter a day after they responded here stating the "account has been cancelled effective immediately"Must I point out the obvious here.... Vivint stated in their response and I quote, that "the account has been cancelled effective immediately" now why would they say that and have to cancel the accont effective immediately when I sent in my notice of cancellation effective Jan. 19th???? [redacted]Please view the letter I received dated March 23, 2017. PLEASE NOTE this is the DAY AFTER they stated quote "immediately cancelled" response from Nathan B. W[redacted] at Vivint.... [redacted] [redacted] [redacted] Completely unacceptable. I expect this to be handled accordingly [redacted] [redacted].Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: May 21, 2014


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
In his complaint, Mr. [redacted] alleges that he moved from his home and that the new homeowners agreed to take over the remainder of his Agreement with Vivint, but that Vivint did not cancel the account in Mr. [redacted]'s name and now he has been contacted by a collections agency for an obligation to Vivint. Mr. [redacted] desires cancellation of his Agreement without penalty, and removal of any debt or negative credit mark in his name.
Vivint's records show that Mr. [redacted]'s Agreement and account with Vivint have been cancelled and that he has no further obligation to Vivint. Vivint has contacted the outside collections agency that was assigned Mr. [redacted]'s account, and has requested that his name be removed from their records and that any negative credit mark be rescinded. Vivint would like to apologize for any undue delay in this process, and for any inconvenience this may have caused Mr. [redacted].
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted]
Sincerely,
Nathan * W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

July 7, 2016Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 2015           To Whom It May Concern:In her rebuttal, Ms. [redacted] states that never was given the opportunity to hear the Pre-install Survey phone call and that she was never given a copy of her System Purchase and Service Agreement (“Agreement”). She is requesting Vivint to send a copy of the recorded phone call and a copy of her Agreement as proof of being told she was entering into a 60 month Agreement with Vivint.  A Vivint representative recently contacted Ms. [redacted] to discuss her concerns with her and emailed her a copy of the recorded phone call and a copy of the Agreement. Vivint is offering to reduce Ms. [redacted]’s buyout by 40% if she wishes to cancel prematurely or she has been given the option to reduce her monthly payment by $20.00. If Ms. [redacted] wishes to take advantage of any of these offers, she may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan B. Wilcox

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/05/19) */
May 19, 2016
Revdex.com of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
[redacted]...

[redacted]


To Whom It May Concern:
I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently tried to contact Ms. [redacted] in an effort to resolve her concerns. Vivint's records indicate that this matter is being resolved to Ms. [redacted]'s satisfaction. A refund has been issued back to the checking account that Vivint has on file for $90. Ms [redacted] may contact Vivint's representative directly if she has any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 - Legal.
Sincerely,
Nathan [redacted]
Chief Compliance Officer
Initial Consumer Rebuttal /* (2000, 7, 2016/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution from Vivint. [redacted]

Initial Business Response /* (1000, 5, 2015/09/18) */
September 18, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: August 20, 2015

To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
In his complaint, Mr. [redacted] alleges that he was misled by a Vivint representative regarding the term of his agreement in regards to his trial period. Mr. [redacted] further alleges that he called in and requested cancellation during his trial period. Mr. [redacted] desires Vivint to collect the equipment and the cancellation of his agreement without penalty.
Vivint's records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass [redacted] survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer's home. The 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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on August 20, 2015.
During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $59.99 each month during that term. Further, Mr. Tejeda 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 Agreement. Vivint relied on Mr. [redacted]'s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Mr. [redacted] agreement with Vivint states that he may cancel without penalty within his ten (10) day trial period.
Ms. [redacted] called into Vivint's Customer Loyalty department and requested cancellation of the account on September 3, 2015. Ms. [redacted] was informed the trial period of the account had passed. Cancellation of Mr. [redacted]'s account is not warranted at this time.
However, Vivint has agreed to cancel Mr. [redacted]'s account if he agrees to return the equipment. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint's Customer Loyalty department at X-XXX-XXX-XXXX and schedule an appointment with a Vivint field service professional to pick up Vivint's equipment.

If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My wife and I were so glad with the way Revdex.com responded to us. We were glad that Vivint considered our request to cancel the agreement and they are willing to remove their equipment from our home. In fact, my wife already phoned them on Monday Sept 21 and confirmed that they will come here to remove the equipment on Oct 2. Hopefully they will show up and finally remove their equipment. We would like to thank the staff of Revdex.com, for attending to our concerns. It is very much appreciated. Without Revdex.com, our concern would not be resolved. Once again, thank you so much for all your help.

June 28, 2017[redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8, 2016           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had his Vivint equipment removed from his home on June 20, 2016. Mr. [redacted] further states he has continued to be billed by Vivint despite him no longer having Vivint equipment.  Mr. [redacted] desires a refund of all monies paid to Vivint after June 20, 2016 and cancellation of his agreement without penalty. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services.  Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on June 8, 2016 with an initial term of sixty (60) months, a monthly services fee of $60.99, plus any applicable taxes, during that term. Section 24 of this agreement states: You may cancel this contract from the day you enter into the contract until 10 days after youreceive a copy of the contract or statement of cancellation rights. You do not need a reason to cancel. To cancel, you must give notice of cancellation at the address in the contract. You must give notice of cancellation by a method that will allow you to prove that you gave notice.A written notice of cancellation was not provided by Mr. [redacted] until August 20, 2016; well out of his ten (10) day Right of Rescission period. Despite this information, Mr. [redacted]’s agreement with Vivint has been cancelled; however, a refund is not warranted at this time.[redacted] Sincerely, Nathan B. WilcoxChief Compliance Officer

September 7, 2016                        Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3 RE: Consumer Complaint Case #: [redacted]Complainant:  [redacted] Vivint Account #: [redacted] Date of...

Agreement:  February 22, 2011 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has not used his system since August 2015 due to malfunctioning equipment. He further states that he had made an appointment with a technician to fix the equipment but the technician never showed up. Mr. [redacted] requests cancellation of his system without penalty and full refund for payments made after August 2015. At this time, Vivint will agree to cancel Mr. [redacted]’s account without penalty. By signing his System Purchase and Service Agreement (“Agreement”) Mr. [redacted] agreed to the following terms: Section 5. Repair Services “ (C) “We do not warrant that the system will always detect,   or help prevent, any burglary, fire, hold-up or other such event. We do not warrant that the System cannot be defeated or compromised or that it will always operate.”Section 12:  Customer Duties “You will test the System’s protective devices and send test signals to the Center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify us.”Vivint’s records show that Mr. [redacted] did not contact Vivint about his system not working correctly until January 28, 2016. Due to the above information, no refund is warranted at this time. As of September 7, 2016 Mr. [redacted]’s account has been cancelled and he has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - Legal. Sincerely, [redacted]Chief Compliance Officer

December 19, 2016       Revdex.com of Central and Northern Alberta 16102 100 Ave           Edmonton, AB T5P 0L3 RE:      Consumer Complaint Case #: [redacted]...

            Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: May 19, 2015                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he signed up for a month-to-month service with Vivint. He further explains that he did not authorize the installation of the equipment in his home. Mr. [redacted] requests cancellation of his account.    Cancellation without penalty is not warranted.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every 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 home.  The 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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on May 19, 2015.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $69.99 each month during that term.  Further, Mr. [redacted] 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 Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Additionally, Mr. [redacted] signed the System Purchase and Services Agreement (“Agreement”) on May 19, 2015. Upon signing the Agreement, Mr. [redacted] agreed to all terms of the Agreement. By signing the Agreement, he acknowledged and agreed to section 6 which specifically authorizes the installation of the equipment:   You will permit us to install the system during our normal business hours, in such location(s) and such a manner as to fully comply with applicable state laws and regulations, and you will give us uninterrupted access to your premises. You have approved the locations where the control panel, energy management devices, audible devices and all protective devices will be installed, which may replace your existing devices.                         Should Mr. [redacted] still wish to cancel his agreement prematurely, his payoff amount would be $2,869.59; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 20%, bringing the total payoff amount to $2,295.67.  If Mr. [redacted] would like to take advantage of this offer, he may contact [email protected].   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan B. [redacted] Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/12/03) */
December 3, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of Agreement:...

May 17, 2012


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
In his complaint, Mr. [redacted] alleges that he requested cancellation of his account prior to the end of his initial term, and that Vivint charged him for an entire month of service when he only used the service for two weeks of that month. Mr. [redacted] further alleges that, when he spoke with Vivint representatives and asked for an explanation of this charge, representatives could not explain the applicable section of his Agreement and only offered him a new contract. Mr. [redacted] desires a refund in the amount of $36.21.
Vivint's records show that Mr. [redacted] signed an agreement with Vivint on May 17, 2012, in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). A written notice of cancellation was provided by Mr. [redacted] on October 29, 2015, making the end date of the Agreement November 28, 2015. Mr. [redacted]'s account was invoiced during the thirty day notice period, on November 15, 2015.
In an effort to assist Mr. [redacted] at this time, a check in the amount of $36.21 will be sent to the mailing address on file, to refund half of the last month's payment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] West, Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the cheque from Vivint in the amount of $36.21

Complaint: [redacted]
I am rejecting this response because: they did not tell me what they planned on doing about the situation. They have simply made the sales manager in the area aware of the situation. I am currently talking with somebody in legal relations. If I get an acceptable response from them I will accept this. 
Sincerely,
[redacted]

September 20, 2016Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 13, 2010           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a resolution. If Ms. [redacted] has any questions she may contact the representative she has been working with.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, [redacted]Chief Compliance Officer

[redacted]April 18, 2017[redacted]
[redacted] [redacted]
[redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted] satisfaction. Ms. [redacted]’s Vivint account has been cancelled effective immediately. Vivint has scheduled a technician to remove all Vivint equipment from Ms. [redacted]’s home on April 20, 2017. Ms. [redacted] has no financial obligation with Vivint. [redacted] [redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

November 23, 2016Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 1, 2015           To Whom It...

May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]‘s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely,  Nathan B. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I would like to clarify one point that was misunderstood. The Chief Compliance Officer stated that I willingly agreed to and signed the contract and was aware of the monthly cost. I am not arguing that point. What I was saying is that they offered to downgrade our system to a basic system where we pay approximately $50/month. In the event that we experience continued difficulty with this system, I refuse to downgrade an pay $50/month since we were paying for a system with a different company for $20/month. The ONLY reason we switched to Vivint is due to the ability to have camera surveillance and access locks. If the only option once a technician comes is to downgrade, then I will be pursuing termination through Revdex.com due to misrepresentation of features AND because we did not agree to that service.
Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
We feel that the Vivint miss-represented their service in order to make a sale. The salesman did not inform us that we had to purchase a separate internet service in order for it to work properly. ( A Vivint representative gave us this information a year later: June 2016) We would not have purchased the service if we had known because the cost of a separate internet service to run Vivint would not be cost effective to our business.
Vivint has offered to down grade our service to one that we do not need and would not be of use to us. They have also stated that we can not cancel the service they did however give us the option of selling it to someone else. We do not wish to become Vivint salesmen or pass along a faulty service. Also Vivint keeps stating that this is a service for our home and it is not. We purchased it for our business to monitor a gift shop and staff.

Complaint: [redacted]
I am rejecting this response because: I stand by my argument. I am willing to pay $100 for that was the amount I was informed the take over would have cost.I would like all the conversations that were recorded between myself and the vivint representatives to be submitted as well. Since in those conversations I was told the account was dealt with.
Sincerely,
[redacted]