Vivint Canada Inc

August 8, 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 5, 2013           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she moved in August 2015 and scheduled an appointment for installation of a system in her new home, but that Vivint’s technician never arrived.  Ms. [redacted] further states that Vivint has not contacted her for the past year but she was recently contacted by collections for a debt owed to Vivint for the past year of service.  Ms. [redacted] desires to not be responsible for the past year of service charges on her Vivint account.A representative from Vivint has contacted Ms. [redacted] via email in an effort to resolve this matter.  At this time, Vivint has waived the past due balance on Ms. [redacted]’s account and has removed her from collections.  Vivint is also willing to waive the move fee for activation of a system at Ms. [redacted]’s new home provided she has her alarm panel.  Ms. [redacted] may contact Vivint’s Customer Loyalty/Moves team at 1-800-216-5232 to schedule this appointment. Monthly service fees will resume as of August 25, 2016.Ms. [redacted] signed a System Monitoring and Services Agreement (“Agreement”) on June 29, 2013 with an initial term of sixty (60) months and a monthly services fee of $68.99 plus any applicable taxes during that term.  Vivint’s records show that an appointment was scheduled to move Ms. [redacted]’s system on August 15, 2015.  On that date, Vivint’s technician was unable to reach Ms. [redacted] by phone or at the new home.  Ms. [redacted] stopped making her monthly payments after November 25, 2015, and the account was transferred to an outside collections agency after 120 days of non-payment.  Despite this information, Vivint agrees to the above resolution.  Ms. [redacted] may contact Vivint’s representative directly if she has any further questions or concerns regarding this matter.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

July 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response he explains that he was not told what action Vivint is going to take about the sales representative who came to his home.A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint will handle this matter internally through talk with the sales representative manager. Mr. [redacted] may contact Vivint’s representative who reached out to him directly if he 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, [redacted]Chief Compliance Officer

HelloI would like the company to change their sales and advertising practices [redacted].

Initial Business Response /* (1000, 5, 2015/09/11) */
September 11, 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 5, 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 had a negative experience with the sale and installation of his Vivint system, and that his system is still not functional for him. Mr. [redacted] desires cancellation of his Agreement without penalty.
A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns. At this time, Vivint is willing to cancel Mr. [redacted]'s Agreement without penalty if he will allow Vivint to retrieve its equipment from his home. Alternately, Vivint may provide a service visit at no cost to Mr. [redacted], to repair or activate his service as needed. If Mr. [redacted] would like to accept either of these offers, he may contact Vivint's representative who has reached out to him directly.
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 W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they agreed to remove their equipment and they will not charge me anything, there is no contract , they came today to remove everything and the service guy was really nice and professional he put everything back the way it was, I Am free and clear ,Thank you so much for helping me out with this

February 15, 2017       [redacted]          
[redacted]         RE:    Consumer Complaint Case #: [redacted]...

            Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: [redacted]                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that his account was to be cancelled in December of 2016; however, his account continues to be billed. Mr. [redacted] requests cancellation of his account and a refund of his January 2017 payment.   Vivint has agreed to immediately cancel Mr. [redacted] account. Additionally, a refund of $64.04 has been issued to go back into Mr. [redacted] checking account within 7-10 business days. Vivint apologizes for any undue delay or inconvenience this may have caused. Mr. [redacted] has no further obligation to vivint.   [redacted]             Sincerely, Nathan B. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: i do not accept these offers as we were told the best thing about Vivint is we can cancel at anytime without obligation. Not to receive a discount. I don't feel that these offers are acceptable given the circumstances. We are wanting our account closed permanently and for our money from February to June to be refunded to us. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2, 2015
Revdex.com of Canada
3400-10180 101 St
Edmonton, AB T5J 3S4
RE: Consumer Complaint Case #: 1657292
Complainant: [redacted]
Vivint Account #: N/A
Date of Agreement: N/A

...


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 the he is being sent for collections, but never signed an agreement with Vivint. Mr. [redacted] desires the removal of the account from collection.
Unfortunately, I am unable to find the Vivint account in question with the information given by Mr. [redacted]. I would advise Mr. [redacted] to respond with the address of the premise where the alarm system is, or a phone number attached to the account, so that I may further review the situation.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]

Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response.
[redacted] provided me a copy of the contract #[redacted]. This contract was filled out by [redacted] for the address of:
[redacted]
As mentioned this house was sold in December 2014.
Final Business Response /* (4000, 12, 2015/09/25) */
September 2, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: 1657292
Complainant: [redacted]
Vivint Account #: 3781178
Date of Agreement: May 30, 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 the he is being sent to collections, but never signed an agreement with Vivint. Mr. [redacted] desires the removal of the account from collection.
Vivint records indicate that Vivint stop receiving payment on Ms. [redacted]'s account in March 2015. When automatic payments did not go through, Vivint began to send paper bills to the billing address listed on file. The billing address was listed as Mr. [redacted]'s, which included Mr. [redacted]'s name. However, Mr. [redacted] did not sign the Purchase and Services agreement with Vivint. As such, Mr. [redacted] does not have any contractual obligation to the account. Vivint has made changes to remove Mr. [redacted] from the account.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted].

Sincerely,
Nathan B. W[redacted]
Final Consumer Response /* (2000, 14, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for resolving this.

Initial Business Response /* (1000, 5, 2016/05/24) */
May 24, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer[redacted]...

[redacted]


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 when he called in January to confirm the cancellation of the account in March, he was not informed about the 30 day notice of cancellation. Mr. [redacted] desires the cancellation of the account.
Vivint's records show that Ms. [redacted], the contact signer on the account attached to Mr. [redacted]'s home, 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) months. She also represented that she would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term. Ms. [redacted] also agreed to provide Vivint with a 30 written notice of cancellation prior to the desired end date of the agreement, if not the account would automatically continue on a month to month basis (Section 2.4).
Vivint's records further show that Vivint was not provided with a written notice of cancellation until May 13, 2016. As such Vivint would not close the account until June 13, 2016. However, in an effort to assist Mr. [redacted], Vivint has agreed to close the account as of today and refund him the most recently monthly monitoring fee on the account. $72.44 has been refunded back to the checking account one file. Please allow 7 to 10 business day for the refund to be reflected on the account.

Sincerely,
Nathan [redacted]
Chief Compliance Officer
Initial Consumer Rebuttal /* (2000, 7, 2016/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]
We will accept the business's offer to re-mediate this issue.

Initial Business Response /* (1000, 5, 2016/06/10) */
June 10, 2016
[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 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 you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]
Chief Compliance Officer
Initial Consumer Rebuttal /* (2000, 7, 2016/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a legal representative from Vivint. They proposed a $500.00 fee to pay out my contract and close my account with their company.
While this was an acceptable amount to me compared to the original 39 months they wanted me to pay, I am unsure how they they arrived at the amount of $500.00. There doesn't appear to be solid policy that guides the decisions of this company.

August 8, 2017[redacted]
[redacted] [redacted]
[redacted] RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: April 22, 2017           ...

To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In her complaint Mr. [redacted] explains that he has had issues with the service. Mr. [redacted]’s desired resolution is cancelation of the contract.    A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to him directly.   [redacted] [redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/09/10) */
September 10, 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:...

July 8, 2013

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 home, and that Vivint failed to process deferment of payments or install a system in his new home in a timely manner. Mr. [redacted] further alleges that Vivint renewed his Agreement and will not cancel the renewal even though the move was not completed on the appointed date. Mr. [redacted] alleges that his new equipment is not working properly at this time, and he desires cancellation of his Vivint agreement without penalty and removal of Vivint's equipment from his home.
Vivint's records indicate that Mr. [redacted] has not paid for service since January 5, 2015. As of September 2, 2015, the past due balance showing on Mr. [redacted]'s billing account was removed, so he will not be charged for service during the time that he was not receiving service. A Field Service Professional was able to install equipment in Mr. [redacted]'s new home on August 15, 2015. Mr. [redacted] was not charged a move fee, and his contract has not been renewed. Vivint would like to apologize for any undue delay in this process.
Mr. [redacted] signed a Purchase and Services Agreement with Vivint on July 8, 2013, stating that he agreed to an initial term of sixty (60) months and a monthly monitoring fee of $68.99 during that term. Cancellation of this Agreement without penalty is not warranted at this time.
Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Should Mr. [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at X-XXX-XXX-XXXX, and schedule this appointment.
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 160 - Legal.
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure how I had not made a payment since January when I had service up until February 28th when the service was removed from my old home as I was moving and I had followed the deferment process that was laid out by vivent and called in May to set up a service call to reinstall service on July 23rd which is within the 6 months deferment period that vivent allows. When I booked my install in may I was told I would not have to pay an install fee if I extended my contract which I agreed to so I would not be charged an install. So I am not sure why vivent is now saying I was not renewed. No technician showed up on July 23rd nor did I receive a phone call advising me they were not coming I had to call and rebook and appointment which was 3 weeks later. During which time vivent tried to charge me for service which that have agreed to refund. They only money that has been refunded to me is money that I should never have been charged in the first place as I followed all guidelines when it came to the deferment policy as well you cannot be charged for a service you are not receiving. When a technician finally showed up in August the service was not installed properly and still is not working, and I am again stating that I would like the service removed and my contract cancelled. [redacted] I have received not compensation for the time I have spent dealing with vivent, I have not been called back or contacted regarding my complaint. They say they have "refunded" me but they also admit that this was a refund for when I did not have the service and should not have been charged
Final Business Response /* (4000, 9, 2015/10/01) */
October 1, 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: July 8, 2013

To Whom It May Concern:
In his rebuttal, Mr. [redacted] alleges that he is not sure how he has not made a payment since January, and he is not sure why Vivint is saying his Agreement was not renewed when he moved. Mr. [redacted] further alleges that there were scheduling delays with his move and that Vivint was charging him during that time but has now refunded him for those charges. Mr. [redacted] alleges that his new equipment is still not working properly at this time, and he desires cancellation of his Vivint agreement without penalty and removal of Vivint's equipment from his home.
Vivint's records indicate that Mr. [redacted]'s billing account was on a deferment during the months of February, March, and April 2015, as agreed upon when Mr. [redacted] spoke with a Vivint representative on February 4, 2015. When Vivint attempted to take payments again in May 2015, the payments were rejected by Mr. [redacted]'s bank and were not processed by Vivint. Vivint then processed a credit to Mr. [redacted]'s billing account in the amount of $289.72 on September 2, 2015, to clear the past due balance showing. Therefore, Mr. [redacted] never paid Vivint for service during the time he was not receiving it, and Vivint did not charge him later for that time without service.
A Field Service Professional was able to install equipment in Mr. [redacted]'s new home on August 15, 2015. To assist Mr. [redacted] and to compensate him for any inconvenience he may have experienced during this process, Vivint did not charge him a move fee, and his contract was not renewed. Vivint would still like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. As Mr. [redacted] has indicated that he is still experiencing problems with his new system, I would advise him to call Customer Care at X-XXX-XXX-XXXX, and schedule this appointment.
Vivint maintains its position that, pursuant to the Purchase and Services Agreement Mr. [redacted] signed with Vivint on July 8, 2013, cancellation of his Agreement without penalty is not warranted at this time. Vivint has made every effort to resolve this matter with Mr. [redacted], and he recently had a system installed at his new home.
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 160 - Legal.
Sincerely,
Nathan B. W[redacted]

October 19, 2017[redacted]
RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 2017           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. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. [redacted] Sincerely, Nathan B. W[redacted]

February 28, 2017[redacted]          
[redacted]RE:   [redacted]
  [redacted] ...

        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 was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreement.  Mr. [redacted] desires cancellation of the Agreement without penalty. In October of 2015 Mr. [redacted] was billed $156.87, $99 of this amount was invoiced as an Activation Fee for the installation of his system. The System Purchase and Service Agreement (“Agreement”) which Mr. [redacted] signed shows that this fee was to be waived. Upon learning of this error every effort has been made to correct the issue. A refund of $99 has been issued to Mr. Parlee.  A Vivint representative has also contacted Mr. [redacted] and agreed to reduce his bill by $10 for the remaining seventeen (17) months of his agreement. Mr. [redacted] has agreed to this resolution.[redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/07/01) */
July 1, 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, 2013


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 in May of 2014 Mr. [redacted]'s fiancé had called into Vivint with door lock technical issues and nothing has been done about it. Mr. [redacted] desires cancellation of the Agreement and a refund for months paid while having the door lock issue.
A representative from Vivint has recently attempted to reach out to Mr. [redacted] to discuss his account. Vivint will cancel the agreement without penalty leaving Mr. [redacted] no further obligation to Vivint. Mr. [redacted] will need to contact Vivint's Customer Loyalty department at X XXX-XXX-XXXX to proceed with the cancellation or contact the representative attempting to reach Mr. [redacted].
Vivint did provide Mr. [redacted] with monthly monitoring service throughout his Agreement, since the door lock is an added feature and does not affect the monthly monitoring service of the system a refund for months paid while the door lock had experienced an issue is not warranted.
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,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For now yes I accept not paying any further services on the condition as has already been stated of repairing the damage cause by the installation of their product as well as providing a new dead bolt as my was removed and not left for reinstallation, it is required to be a lock which can be rekeyed as well.
Friday July 10th is a great day for this service, I expect a phone call will be placed by Monday July 6th to confirm.
Final Business Response /* (4000, 9, 2015/07/10) */
July 10, 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, 2013


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
Vivint's records indicate that a home damage claim has not been submitted. In order for Vivint to repair any damages done to Mr. [redacted]' home during the installation of his system, a home damage case must be created with the Home Damage department. I would advise Mr. [redacted] to call into Vivint to get this process started. Vivint will also require photo documentation of the damage to assess the situation. This documentation can be sent to [redacted]@vivint.com.
Vivint did agree to cancel Mr. [redacted] contract without penalty, also allowing Mr. [redacted] to keep the alarm system equipment. Due to this Vivint will not replace Mr. [redacted]'s door lock.
Further, Mr. [redacted] must call into Vivint's Customer Loyalty department to finalize his account cancellation. Vivint requires Mr. [redacted]'s verification to proceed any further.
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,
[redacted]
Final Consumer Response /* (2000, 11, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

December 27, 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: June 15, 2009         ...

  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 signed on with another home security company and did not need Vivint’s services any longer but Vivint would not allow him to cancel his System Purchase and Services Agreement (“Agreement”). Mr. [redacted] desires his Agreement cancelled without penalty. Vivint agrees to remove Mr. [redacted] from collections and cancel his Agreement without penalty as a gesture of goodwill. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Mr. [redacted]’s notice of intent to cancel was received on May 30, 2016. As stated in section 2.4 of the Agreement Mr. [redacted] agreed to provide Vivint with a written notice of cancellation thirty (30) days prior to the cancellation of his Agreement. If a customer’s billing cycle date falls within those thirty (30) days a final payment is owed. Vivint did not receive a payment for the month of June. As such, the Agreement remained active. Nevertheless, Vivint agrees to the above resolution. 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

August 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 16,...

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] states that he had a house fire in October 2015 and has been out of his home since that time. Mr. [redacted] explains that he attempted to defer his payments to Vivint and has requested cancellation of his Agreement, but that Vivint has continued to charge him for service that he is not receiving.  Mr. [redacted] desires cancellation of his Agreement without penalty. At this time, Vivint will agree to cancel Mr. [redacted]’s Agreement and waive the past due balance on his account.Upon notification of the fire at Mr. [redacted]’s home, Vivint advised that Mr. [redacted] would need to set up the desired deferment of payments as he is the account holder.  When Vivint did not hear back from Mr. [redacted], a representative attempted to contact him; however, the phone numbers on file were no longer in service.  An email was also sent to Mr. [redacted] with Vivint’s contact information.Vivint’s records indicate that Mr. [redacted] signed an Agreement with Vivint upon installation of his Vivint system, in which he 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, plus applicable taxes, during that term.  Although cancellation of the Agreement without penalty is not warranted at this time, Vivint would like to assist Mr. [redacted] in light of his circumstances, and has closed his account.  Mr. [redacted] 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

Initial Business Response /* (1000, 6, 2015/09/24) */
September 24, 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: July 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: [redacted] Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan W[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/09/24) */
[redacted]
1:29 PM (1 hour ago)
to me
Hi [redacted], I just got off the phone with a woman named Maddison. She has settled my account and since they would have a hard time getting a service person out here to retrieve the equipment, I offered to box it up and send it back to them. Her direct line is XXX-XXX-XXXX in case you needed to speak with her. [redacted]

I wish to be refunded the amount of 800 for the contracted period which I have been charged without reason

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12082078, and find that this resolution is satisfactory to me.
Sincerely,
Edna Stack

June 17, 2016
Revdex.com of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: [redacted]
Complainant: [redacted]
Vivint Account #: 3245708
Date of Agreement: July 6, 2013

To Whom It May Concern:
I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond.
In her complaint, Ms. [redacted] states that she moved and paid the balance of her Agreement with Vivint to cancel, but that her account was not cancelled immediately. Ms. [redacted] explains that during the month that her account was still open, she incurred a false alarm fee and was charged by Vivint for another month of service. She desires no association or charges from Vivint since May 12, 2016 when she called to cancel her service.
Vivint's records indicate that Ms. [redacted]'s account was cancelled on June 14, 2016, and a refund of the payment taken on June 6, 2016, in the amount of $72.44, was sent back to the bank account on file on June 13, 2016. At this time, Vivint will send an additional refund back to the bank account on file in the amount of $75.00, to assist with the false alarm fee Ms. [redacted] says she was charged.
Vivint's records show that Ms. [redacted] signed an agreement with Vivint on July 6, 2013, in which she agreed that either party may terminate the Agreement at any time upon at least thirty (30) days written prior notice to the other party, and that, if terminated, the Agreement ends on the last day of the thirty (30) day notice period (Vivint Purchase and Services Agreement, Section 2.4). A written notice of cancellation was provided by Ms. [redacted] on May 12, 2016, and her account was invoiced for service automatically on June 6, 2016 before the cancellation was complete. Vivint has refunded this payment and apologizes for any inconvenience caused by this misunderstanding.
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