Vivint Canada Inc

Initial Business Response /* (1000, 5, 2016/02/11) */
February 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:
August 4,
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 misled by a Vivint representative regarding the monthly service fee of his agreementMr*** desires the correction of the billing or the cancellation of the account without penalty
Vivint's records indicate that prior to the installation of any equipment; Mr*** 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 Mr*** completed the required Pre-Installation Survey on August 4,
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 he would pay a monthly monitoring fee of $each month during that term, plus any applicable taxesFurther, Mr*** 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 Mr***'s representations to ensure that he understood his commitments to Vivint as outlined in the AgreementVivint has included a copy of Mr***'s Agreement with their response
Cancellation without penalty is not warranted at this timeShould Mr*** wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account - currently $2,159.64, however Vivint will take 25% off the payoff amount, bringing it to $1,Alternatively, should Mr*** wish to continue services, Vivint is willing to reduce his monthly rate to $45.00, plus any applicable taxesIf 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: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX, attention Department *** - ***
Sincerely,
Nathan B***
Initial Consumer Rebuttal /* (2000, 7, 2016/02/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 6, 2015/05/05) */
Vivint has contacted me and resolved the issueNo need to follow up

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, 2016/01/13) */
January 13,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement:
February 9,
To Whom It May Concern:
I have reviewed the information provided by Mr*** and appreciate the opportunity to respond
In his complaint, Mr*** alleges to having complications with his door lock that caused his family to be locked out of the house, and that Vivint advised him to contact a locksmithMr*** desires cancellation of his Agreement without penalty
Vivint's records show that Mr*** notified Vivint of concerns with the door lock on November 6, 2015, and troubleshooting was done over the phoneMr*** again notified Vivint of issues on January 6, 2016, and requested a service visitVivint advised Mr*** to contact a locksmith for immediate assistance, and a Vivint Field Service Professional was dispatched to Mr***'s home on January 8, Vivint's records show that the door lock issue was resolved on site that day
Mr*** signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month, plus applicable taxes, during that termCancellation of the Agreement without penalty is not warranted at this time
To assist Mr***, Vivint has applied a credit to his billing account in the amount of $134.38, which will cover two months of monitoring feesThis credit may assist with any locksmith fees Mr*** may have incurred from this incident
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,
Nathan BW***
Initial Consumer Rebuttal /* (3000, 11, 2016/03/23) */
Unsatisfactory service everytime I have had issues with faulty equipment
On the night of 03/17/my wife was alerted by the automated security system of an entry through my patio door while putting my children to sleepThis resulted in her locking her and my children in a room and phoning the policeThe police came and safed out my property (the alarm was not armed at that time)When I arrived at home on the evening of 03/18/I took my family to banff national park for a family get awayAt 6:30am we recieved a text message alert alerting us of a break in at our homeAfter Vivint dispatched the police to my home I had to call Vivint for an update as to the status of my home almost an hour after the dispatchThe only expanation for incidents within a 36hr period was that the sensor on that entrance was faultyI asked to have it replaced immediatly as to not set off a alarm a 2nd time and waist police resourcesI was informed that they could only send me a new sensor in the mail which would take 2-buisness days from the time they decide to send itThey then informed me that they could disarm the sensor in question until such a time that I could install the sensor myself, leaving my home vulnerable to a break in without the rest of the system being alarmed if a break in takes place through that enteranceI then recieved a call from my neighbor informing me that my alarm had been going off for the last 5hrsThe app for my mobile device then informed me that it was unavailable and I had to call Vivint to re alarm my homeThis is the second time I have experienced problems with Vivint (first complaint ID #XXXXXXX) and both instances Vivint has delivered unsatisfactory service and basically say theres not much they can (or are willing) to do about rectifiying the situation in a timley manner, leaving me to deal with my wife and children locked out in the middle of winter and a home left vulnerable to a break in while im working 800km away
Start dealing with the situation instead of having a vivint associate tell me sorry everytime I have an issueI feel like im paying way to much and getting nothing in return when I require assistance
Final Business Response /* (4000, 13, 2016/04/05) */
April 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: February 9,
To Whom It May Concern:
In his rebuttal, Mr*** states that he had another unsatisfactory experience with Vivint when his door sensor had a malfunction and Vivint sent a new sensor in the mail, leaving that door without a sensor for daysMr*** desires for Vivint to deal with his situations more effectively and states that he is paying too much for this service
Vivint's records show that Mr*** notified Vivint of this concern on March 19, 2016, but was unable to troubleshoot over the phone as he was not at homeVivint sent a replacement sensor, remotely disabled the current sensor and armed the rest of his system to avoid alarms going off while he was awayWithout someone at the home, nothing more could have been done and Vivint took appropriate action in resolving this complication
To assist Mr***, after his last complaint Vivint applied a credit to his billing account in the amount of $to cover two months of monitoring fees
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,
Nathan BW***
Final Consumer Response /* (4200, 15, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** In response I did offer to have a family member meet someone at the house to let them in to address the issue but they were again unwilling to send a technician to my home and feel like trouble shooting over the phone is sufficient service *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Thank you for your time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11527954, and find that this resolution is satisfactory to me
Sincerely,
*** ***

June 22,
Revdex.com of Utah
W S
Salt Lake City, Utah
RE: Consumer Complaint Case #: ***
Complainant: *** ***
Vivint Account #: ***
Date of Agreement: July 3,
To Whom It May Concern:
I have
reviewed the information provided by Ms*** and appreciate the opportunity to respond
In Ms***'s complaint she explains that she has had issues with her garage door opener, her wifiVivint wants to do what it canSo Vivint would be able to get a technician out to Ms***'s home to make sure that the garage opener and the rest of the system is working properlyIn response to the issues with Ms***'s wifi Vivint would refer Ms*** to her contract in section "Customer Duties" where it states "Some device features may require an internet connection and/or smart phone technology and any charges for same will be your sole expense and responsibility." Due to this cancelation of the contract and account is not warranted
A representative from Vivint has recently contacted Ms*** in an effort to resolve her concernsMs*** may contact Vivint's representative 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal
Sincerely,
*** ** ***
Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/08/28) */
August 28,
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 25,
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 has been resolved to Ms***'s satisfaction
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
Sincerely,
Nathan BW***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 14, 2015/10/12) */
October 12,
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 21,
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 his system has not worked properlyMr*** desires a refund for three (3) months of service
Vivint's records show that Mr***'s account is approved for a no penalty cancellation as long as Vivint can remove the security equipmentThis cancellation request was made by the account holder, *** *** on September 3, A technician had gone to Mr***'s home on October 5, to remove the security system, the technician was not able to contact him or enter into Mr***'s home to complete the appointment
Vivint will agree to cancel the account without penalty as long as Vivint can come out to Mr***'s home to remove the system, I would advise Mr*** to call into Vivint to schedule another time for a technician to remove the system that works best with his scheduleFurther, a refund for three (3) months of service is not warranted at this timeVivint's records indicate that Mr*** has never made a payment to Vivint, Mr*** currently owes a past due balanceThis past due balance will be waived upon the removal of the security equipmentAlternatively Vivint will send a free technician to Mr***'s home to resolve all issues that he may have with the system and Vivint will agree to credit his account for the requested three (3) months of service if Mr*** will agree to continue his contracted term
I would advise Mr*** to call into Vivint if he desires to take advantage of these offers
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 - Legal
Sincerely,
Nathan BW***
Initial Consumer Rebuttal /* (2000, 16, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have been in contact with Vivint and a technician is scheduled to remove the system on Wednesday Oct between 5-8pm

May 25, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: June 15, To Whom It May Concern:I have reviewed the information provided by Mr*** and appreciate the opportunity to respond. Vivint’s records show that Mr*** first notified Vivint of his equipment concerns on June 17, 2016, and Vivint’s Scheduling department found an appointment for June 24, Mr*** again called Vivint on September 2, 2016, and an appointment was scheduled for September 15, Additionally, Mr*** notified Vivint of his equipment concerns on October 3, and Vivint’s Scheduling department found an appointment for October 5, Vivint was not notified of any further equipment issues until recently Vivint’s records further show that Mr*** stopped making his monthly payments after June As such, the account was cancelled for non-payment on January 31, 2017, and was sold to an outside collections agency Mr*** must settle the balance of his account with this outside collections agency at this time.** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

Initial Business Response /* (1000, 15, 2015/10/05) */
Vivint has been in communication with the customer and believes that matter has been resolved to her satisfaction

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement:
June 5,
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 has been resolved to Ms***'s satisfaction
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
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,
*** *** I have now received cheque and consider case closedThanks, without your help I would still be fighting, what a change when you contacted themThanks again, *** ***

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, 9, 2015/10/05) */
October 5,
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: July 14,
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 cancelled the installation of a Vivint system, but Vivint continued to change them after the closer of the accountMs*** desires a refund of twelve (12) months she alleges she was charge incorrectly
Vivint's records show that on July 14, 2009, Ms*** signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) monthsAs such, the initial term of the agreement would have lapsed on October 14, However, Vivint did not receive a written notice of cancellation thirty (30) days prior to this date, so the account continued as a month to month basis as stipulated the Agreement (Section 2.4)Vivint received a written notice of cancellation on August 9, 2013, which was to serve as her thirty (30) day noticeMs***'s account was closed on March 28,
Vivint has agreed to refund Ms*** payments made from September through March A check in the amount of $has been sent to the address Vivint has on file for Ms***
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 * W***
Initial Consumer Rebuttal /* (3000, 15, 2015/10/26) */
I received a cheque from Vivnt in the mail yesterday for $However, the amount taken out of my account which should be reimbursed is $What do I do with the cheque? Do I call them to complain? or deal through you?
Thanks
***
Final Consumer Response /* (3000, 19, 2015/11/03) */
The *** Family
2:PM (hour ago)
to Better
Hi ***,
***
I have copies of each month's withdrawalI was forced by VIvnt themselves to have to prove that they owed me money *** Each statement is blacked out showing only my name, the amount and date wtihdrawn...the rest is blacked-out with markerCan I send you a copy of each month's statement *** I can take a photo of each statemnt and send you a copyVivint in Canada, as well as the Vivint CEO Todd P*** have been sent copies of them already***
Thanks ***
Final Business Response /* (4000, 21, 2015/11/09) */
November 9,
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: July 14,
To Whom It May Concern:
In her rebuttal, Ms*** alleges that she has sent in her bank statements to Vivint as proof that she is owed a larger refund
Vivint maintains its stance in regards to Ms***'s accountVivint has received the bank statements from Ms***, but some of the statements Ms*** has provide have the dates blacked out and Vivint is unable to confirm Ms***'s claimVivint maintains its stance in regards to Ms***'s accountVivint's records indicate $is the correct refund amount for 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 *** *** - ***
Sincerely,
Nathan * W***

Initial Business Response /* (1000, 5, 2016/05/25) */
May 25,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of
Agreement: September 12,
To Whom It May Concern:
I have reviewed the information provided by Mr*** and appreciate the opportunity to respond
In his complaint, Mr*** states that Vivint will not give him access to his online account center to make his paymentMr*** desires for Vivint to reactivate his online account center
A representative from Vivint recently attempted to contact Mr*** in an effort to resolve his concerns
Vivint's records show that Mr*** signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) monthsHe also represented that he would pay a monthly monitoring fee of $each month, plus applicable taxes, during that term
Vivint's records further show that Mr*** stopped making his monthly payments after October As such, the account was cancelled for non-payment on March 31, Once the account is cancelled due to non-payment, monitoring of the system is disconnectedThis disconnection also includes access to the online account center tool; this is due to the fact the account center is primarily use to remotely control and monitoring the systemUnfortunately, this removes accesses for Mr*** to submit online payments
In order for Mr*** to regain access to his online account center, he would need to bring his account current and reactivate his systemCurrently his past due amount is $Mr*** may pay this amount contacting Vivint's Billing department at
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, 2016/04/11) */
April 11,
Revdex.com of Utah
W S
Salt Lake City, Utah
***
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 attempted to contact Ms*** in an effort to resolve her concerns via phone and emailMs*** may contact this representative to discuss resolution on this matter
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, 2016/04/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their legal department contacted me to issue a proposal to settle, which was an offer to change the fee for my services to the $that was accidently offeredI declined that offer as I was still unsatisfied by the quality of the system and customer serviceThey then countered back with agreement to cancel the contract and waive any further fees and return of all the equipmentI agreed to cancel the contract compeltely
*** *** * *** *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2015/06/10) */
June 10,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #:
Date of Agreement:
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 her concernsVivint's records indicate that this matter has been resolved to Mr***'s satisfaction
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,
*** ** ***

*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company of which I filed the complaint has since sent out a new technician who rewired the entire system due to a faulty and shoddy initial instal and the system has been working perfectly ever since , I also received a call from their head office and they have given me credits on my account ! I am satisfied with their handling of the situation and am pleased my system is finally working as it should !
Sincerely,
*** ***

April 24, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***
RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: August 24, To Whom It May Concern:I have
reviewed the information provided by Mr*** and appreciate the opportunity to respond. In his complaint, Mr*** states that he requested cancellation of his in August 2016, and that Vivint continues to bill him for serviceMr*** desires a refund of the monies he has paid to Vivint in September through February (months), and for his account to be cancelled. Vivint’s records show that Mr*** signed an agreement with Vivint on August 24, 2011, 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 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4)Vivint’s records indicate that Mrs*** contacted Vivint on May 6, and informed a Vivint representative that she and her husband were moving *** * *** *** The Vivint representative advised Mrs*** to send in her Notice of Cancellation In Section Paragraph of the Vivint Purchase and Services Agreement it states: You must give notice of cancellation by a method that will allow you to prove that you gave notice, including registered mail, fax, or by personal delivery.A written notice of cancellation was provided by Mr*** on April 17, Mr***’s Vivint account has been canceledHowever, a refund is not warranted at this time ** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/10/06) */
October 6,
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: May 13,
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 Vivint has voided his contract by having incorrect banking information and charging late feesMr*** sent an email to Vivint and did not receive a reply, and he desires cancellation of his Agreement without penalty
Vivint's records indicate that Mr*** contacted Vivint in regards to this billing concern, and that Vivint requested documentation from him to show that no payments were received by Vivint from Mr***'s bank accountI have reviewed the documentation sent to Vivint by Mr***The checking account information written on Mr***'s Schedule of Equipment and Services matches the account information on the blank check provided by Mr***, which matches the information in Vivint's recordsMr*** did not provide an official bank statement from the months of May and June from this bank account to show that no payments were drafted by Vivint during that time
Vivint's records show that the initial payment of $was processed by Vivint from this account on May 13, 2015, as well as a payment of $on June 15, Subsequent attempts to draft payments from this account were rejected by the bank, and Mr*** was charged two (2) fees by Vivint for non-paymentMr*** recently made a payment to Vivint from a different account and declined to update the account information on his billing account with a Vivint representative
Mr*** signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month, plus applicable taxes, during that term, and he authorized Vivint to make electronic fund transfers from his bank account in any amount owed to Vivint pursuant to the signed Agreement (Purchase and Services Agreement, Section 2.4)Cancellation of the Agreement without penalty is not warranted at this time
To assist Mr***, Vivint previously credited his billing account to waive the non-payment feeI have applied additional credit to the billing account so that Mr*** will not be charged for a month of service in OctoberMr*** may access his online account for billing information, to verify that his information is correct and up-to-date
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 Consumer Rebuttal /* (3000, 7, 2015/10/13) */
To whom it may concern:
Hello, my name is *** ***I recently received in May a Vivint home security alarm systemDuring our meeting with your representative from Vivint ,MrDaniel Nelson, we gave him a void check from our bank account from the *** ( ***) for pre authorization payments of $a monthLater on, my wife and I noticed Vivint was not taking money out of our account at all from our request for pre authorized paymentsUpon in August we received a letter from Vivint stating as I quote from reference service letter # XXXXXXX "Dear ***, we wanted to let you know that the automatic payment for your Vivint system, submitted on the 13th of the month, has been rejected by your bankUnfortunetly, we were unable to process your payment because of insufficient fundsAs a result a fee of $has been charged to your account..." I contacted Vivint today August 31st about the matter to service department, billings, loyalty and cancellation departmentsBillings department told me on their computer screen that there was a payment submitted for the 13th on June and accepted on the 15th of JunePayment for July and August were rejected by my " bank" I and my wife looked on our bank statements to confirm this and there is no record at all of a preauthorized payment and insufficient funds notification to our attentionOur bank would have notified us on our account statements about this matterI was finally put through cancellation department and I told him the whole situation againHe told me to email ***@vivint.com with a summary and proof of not getting any notifications that Vivint has been trying to take money from our accountI later today went to my local *** bank and personally spoke to the bank manager about the situationShe pulled my bank statement files and could not find any transaction names under security, Vivint securities, Vivint, Vivint company, etc, and or authorized payment of $The bank manager printed out copies of these bank statementsI have provided pictures of these statements from my phone camera and also copy of the void check book we have used plus the original contract I was given from MrNelsonI would like to cancel my service with Vivint and return the alarm system and Space monkey hard drive storage system*** Vitiating factors in a contract are: Misrepresentation, Mistake, Duress, Undue Influence, IllegalityI provided the right documents (void check) for pre authorized payments and they have not come to fruition, and I have now want to cancel my services and the remainder of the contractAny questions on the bank statement please free to contact the bank manager as she has provided her name, position, bank institution, and telephone number to contact herAs of having the system for months and a bit, I am honestly willing to pay the $a month with a prorated day amount for days also with a total of $+/- a few dollars I miscalculated
Please contact me by phone or email if you have any questions regarding this requestThankyou
Sincerely
*** *** and *** ***
Final Business Response /* (4000, 9, 2015/10/20) */
October 20,
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: May 13,
To Whom It May Concern:
In his rebuttal, Mr*** alleges that Vivint has incorrect banking information for him and has charged him late feesMr*** further alleges that he sent documentation of this to Vivint and that Vivint may contact his bank for further information
Vivint maintains its position as stated in its previous responseThe documentation sent to Vivint by Mr*** has been reviewedThe checking account information Vivint has appears to match that written on Mr***'s Schedule of Equipment and Services and the blank check provided by Mr***Mr*** did not provide an official bank statement from the months of May and June from this bank account to show that no payments were drafted by Vivint during that timeIf Mr*** would like to provide this official bank statement from May and June for further review, he may send it via email, to: ***@vivint.comVivint will not contact Mr***'s bank to discuss his personal account information
Mr*** recently made a payment to Vivint from a different account and declined to update the account information on his billing account with a Vivint representativeVivint has not breached the signed Agreement, and cancellation of the Agreement without penalty is not warranted at this timeTo assist Mr***, Vivint previously credited his billing account to waive the non-payment fee and applied an additional credit to the billing account so that Mr*** will not be charged for a month of service in OctoberIt is Mr***'s duty to verify that his billing information is correct and up-to-date
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***