Vivint Canada Inc

August 7, 2017       [redacted]
[redacted]
[redacted]
RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 19, 2015                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she paid out her contract in full; however, her account has been sent to collections. Ms. [redacted] requests that her account be removed from collections.   Vivint’s records indicate that the collections agency was notified on July 24, 2017 to remove Ms. [redacted]’ account from collections and her credit will not be affected. Vivint apologizes for any inconvenience this may have caused. Ms. [redacted] will not be contacted by Vivint in the future.   [redacted]             Sincerely, Nathan B. W[redacted] Chief Compliance Officer

August 15, 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 8, 2016           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 Vivint’s sales representative agreed to extend her Right of Rescission period to 14 days after installation of her system, but that Vivint has not allowed her to cancel her Agreement.  Ms. [redacted] desires immediate cancellation of her Agreement without penalty. Vivint’s records show that Ms. [redacted]’s Agreement with Vivint was cancelled on August 5, 2016, and Vivint’s equipment was removed from her home on August 9, 2016.  Ms. [redacted] has no further obligation to Vivint.  Vivint apologizes for any undue delay in this process.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, 5, 2016/03/25) */
March 25, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P...

0L3
[redacted]



To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint's records indicate that we have agreed to a resolution with Mr. [redacted].
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]

August 16, 2017[redacted]
[redacted]
[redacted] RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of...

Agreement: May 5, 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] states that he cancelled his Agreement and that Vivint charged him for an extra month after the cancellation should have been processed. He explains that he has not received a refund of this payment.  Mr. [redacted] desires a refund of this overpayment, in the amount of $75.00.  Vivint’s records indicate that a refund in the amount of $76.58 was sent back to the bank account on file on August 11, 2017.  Vivint apologizes for any undue delay in this process.  Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint.  A representative from Vivint has contacted Mr. [redacted] via email to follow up on the refund, and he may contact this representative directly with any further questions or concerns.[redacted] 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.  Thank you very much.  It should never come to this.  They were informed on the phone a couple/few occasions and two letters were sent.  They were totally aware of it. I greatly appreciate your assistance on this.  This is the first time I ever contacted your organization and I'm very impressed by the speed you dealt with it.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/05/16) */
May 16, 2016
Revdex.com of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: [redacted]

...


To Whom It May Concern:
I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.
In Ms. [redacted]'s complaint she explains that she has experienced issues with the security system, primarily the door locks, as well as customer service in getting issues resolved. Ms. [redacted] also explains that their home damage claim got denied by the company.
A representative from Vivint has recently tried to contact Ms. [redacted] in an effort to resolve her concerns. The Vivint representative was going to offer cancelation as Ms. [redacted] requested. 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: [redacted]
Sincerely,
Nathan [redacted]

Complaint: [redacted]
I am rejecting this response because: I do not accept the offer. I have been treated poorly and I will not pay. Not once was it mentioned that the "extra" equipment would cost more for a take over account. We were told $100. [redacted]There is $1700 left owing [redacted]. You did not explain the process and led myself and my ex to believe everything was settled and in order then when the technitian came he told my ex that all the transfer included was the main panel. I will copy his message to me below:Hey so we had Vivint come to install at our house and he said if we take the transfer of account from you that would only get us the main panel, and the rest would be over $1700 up front from us. So we will not be taking over the account from You, we will be starting a new account ourselves. So you will have to call in and do something with your account.  The tech guy said it's still active so I'm willing to pay for the month of may if there is an amount owing. Sorry for the inconvenience I was more than willing to take it over but not at this cost[redacted] I want my account cancelled as promised on two occations asap.
Sincerely,
Marie Parfitt

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2, 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 19, 2012


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 attempted 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. The requested refund is being sent back to the checking account on file. Ms. [redacted] may contact Vivint's representative if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted]
Sincerely,
Nathan B. [redacted]

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]

October 10, 2017[redacted]RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2016                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted] first notified Vivint of his plans to move on April 18, 2017, and Vivint’s Scheduling department found an appointment for April 24, 2017 to have the system removed from his home. Mr. [redacted] currently has an appointment scheduled for October 17, 2017 to have his Vivint security system installed in his home.  Vivint’s records show that Mr. [redacted] has made five (5) payments of $117.24 despite his Vivint security system not being installed in his home. Vivint’s records further show that on September 11, 2017 a credit was applied to Mr. [redacted]’s billing account in the amount of $234.48; and on September 1, 2017 a refund was sent back to the card on file in the amount of $234.48.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns.  To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $117.24, which will refund the payment made by Mr. [redacted] on September 15, 2017.I[redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/07/17) */
July 17, 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...

09, 2009


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint's records indicate that this matter has been resolved to Mr. [redacted]'s satisfaction.
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,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund has been paid.
Too bad it took a complaint to Revdex.com but thanks to you guys!

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
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.
A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint's records indicate that this matter has been resolved to Mr. [redacted]'s satisfaction.
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,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't really trust them they said that before many times that they are going to send a latter to [redacted] and [redacted] To revers this credit check. I want prove of that they send them a later and prove of that they did reversed it. cause still my credit is score came down. Thank you
Final Business Response /* (4000, 9, 2015/07/28) */
July 28, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: N/A
Date of Agreement: N/A


To Whom It May Concern:
In his rebuttal, Mr. [redacted] alleges that he does not believe that Vivint sent letters to the credit bureaus on his behalf to reverse the credit checks. Mr. [redacted] desires proof that the letters were sent and that the inquiries were reversed by the credit bureaus.
A representative from Vivint recently contacted Mr. [redacted] in an effort to resolve his concerns. Following this contact, Vivint did mail letters to the credit bureaus, requesting that they reverse any inquiry from Vivint from Mr. [redacted]'s record. On July 22, 2015, Vivint's representative sent to Mr. [redacted] via email copies of the letters that were mailed to the bureaus. These letters include contact information for the bureaus, as well as documentation from Vivint that the reversals were requested. For confirmation from each bureau regarding the actions taken on his behalf following receipt of these letters, Mr. [redacted] may contact the bureaus.
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,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/03) */
June 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...

28, 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 Mr. and Ms. [redacted] in an effort to resolve this concern. 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] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted]
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/07/29) */
July 29, 2014
Revdex.com
16102 100 Ave
Edmonton, AB T5P 0L3

RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of Agreement: May 11, 2010
...


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] alleges that she received a false alarm fee and that she was not satisfied with the response to her alarm activation. Ms. [redacted] desires compensation for her $47.00 false alarm fee, and information about the cancellation of her account.
Vivint's records indicate that on May 10, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint. This Agreement states that Mr. [redacted] is responsible for false alarm fees charged by any government agency or third party (Purchase and Services Agreement, Section 11). As such, Vivint did not cover the false alarm fee charged to Ms. [redacted].
A representative from Vivint has attempted to contact Ms. [redacted], in an effort to resolve this matter. In an effort to assist Ms. [redacted], a credit in the amount of $47.00 has been applied to her Vivint account to assist with the false alarm fee. If Ms. [redacted] has any further questions or concerns regarding her Vivint account or service, she may contact this representative, or she may call 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: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 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:...

September 17, 2014


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] alleges her system could not be installed in her new home, but Vivint has kept the account active and continues to charge her. Ms. [redacted] desires the account to be closed and a refund of $122.49.
After further review, Vivint's records show that Ms. [redacted] first notified Vivint of her move on July 25, 2015. On August 11, 2015, Vivint received word from their field service professionals in the area that Vivint would be unable to install Ms. [redacted]'s system in her new home. As such Vivint would need to submit the account for cancellation. However the request did not go through.
Vivint has submitted the account for cancellation and will be refunding the final payment made to Vivint on August 17, 2015 in the amount of $73.49 by check. No addition refund is warranted. Ms. [redacted] no longer has any further contractual to Vivint. Vivint apologizes for any undue delay.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Provo, [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted]
Sincerely,
Nathan B. Wilcox
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At least we get money back for what we had originally requested [redacted], we accept this response. However, we are not satisfied with the fact how the customer services centre, the sales person and the moving department handled this matter on the phone. [redacted]
[redacted]

Revdex.com:
Thank you for the help in resolving this issue. 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]

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, 6, 2015/07/29) */
July 29, 2015
Revdex.com
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of Agreement: July 11, 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 will be retrieving their equipment on August 8, 2015. Vivint has cancelled Ms. [redacted]'s account and refunded him the monies he has paid to Vivint. If Ms. [redacted] has any addition questions, he may contact the representative he has been working with.
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, 8, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent another fax to Vivint on the morning of July 28 to confirm the appointment for the 28th and requested additional feedback on my previous commmunications. No feedback has been given. The Vivint technician has arrived between the given times given by Vivint the previous week at 13:00. The technician was instructed to repair a problem with no further instructions. We had to inform the technician of the real purpose of his visit and showed him the documentation to date. This translated into several phone calls by myself and the technician to gain clarity on my requests. The technician has removed parts of the system that did not impact the immediate working of the system. One person of Vivint, the sales rep returned my call and sent me on a wild goose chase as before. I have managed to get hold of a more senior person through the helpline and spent almost 1 hour on the phone with him and his supervisor. We had some heated discussions and no willingness from Vivint's side to admit to any wrong doing or willingness to assist us with the problems we now face with the alarm system. The technician had another appointment at 14:00 and had to leave and did not remove the complete system as we had awaiting further instructions.
Another alarm company has been booked to repair the system on August 6 that is now in disarray. Afterwards it was observed that a portion of the previous system (five monitoring pieces in total) was not installed properly and wiring was hiden behind the panel in the basement. Photos have been sent to a Vivint representation, [redacted].
I had a conversation yesterday with [redacted] at Vivint and discussed the original concern of a lack of communication. The whole ordeal with the alarm system has just confirmed the reason for my original complaint with the Revdex.com. Communication is not the strong point of Vivint, neither the willingness to accept any responsibility or work with customers to resolve issues. The promises made during the contract negotiations have not been fulfilled and the sales rep washes his hands from it.
[redacted]
Final Business Response /* (4000, 10, 2015/07/31) */
July 31, 2015
Revdex.com of Utah
3703 W 6200 S
Salt Lake City, Utah XXXXX
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of Agreement: July 11, 2015


To Whom It May Concern:
In his rebuttal, Mr. [redacted] alleges he is unsatisfied with the service provided and the method of selling the system.
Vivint maintains its stance that this matter is resolved. Vivint's records show that Mr. [redacted]'s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. A representative from Vivint has contacted Mr. [redacted], in an effort to resolve these concerns. An appointment has been scheduled for the removal of Vivint's equipment on August 8, 2015. Vivint records indicate that $172.49 has been refunded to Mr. [redacted]'s card on file on July 28, 2015. Feedback on Mr. [redacted]'s sales representative has been submitted to the representative's manager, and this matter will be handled accordingly.
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]

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]