Vivint Canada Inc

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,
*** ***

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, 15, 2015/12/23) */
December 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 20,
To Whom It May Concern:
I have reviewed the information provided by Mr*** and appreciate the opportunity to respond
A representative from Vivint has recently contacted Mr*** in an effort to resolve his concernsVivint's records indicate that this matter has been resolved to Mr***'s satisfaction
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention *** *** - ***
Sincerely,
Nathan B***
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 17, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A mutually satisfactory conclusion has occurred, I thank Revdex.com for their assistance and my file can be closed
Happy New Year To The Revdex.com Team
***

Initial Business Response /* (1000, 14, 2015/11/05) */
November 5,
Revdex.com of Utah
W S
Salt Lake City, Utah XXXXX
RE: Consumer Complaint Case #: XXXXXXX
Complainant: ***-***
Vivint Account #: XXXXXXX
Date of Agreement: June 12,
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 did not sign a sixty (60) month contractMs***-*** desires cancellation of the Agreement
Vivint's records indicate that prior to the installation of any equipment, Ms***-*** completed a telephonic Pre-Installation Survey with Vivint's Account Creation departmentEvery customer must complete this Pre-Installation Survey, and if a customer does not pass *** survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer's homeThe purpose of the survey is to verify certain information, ensure that the customer understands Vivint's offer, and confirm the terms and conditions of the AgreementOur records show that Ms***-*** completed the required Pre-Installation Survey on June 12,
During the recorded Pre-Installation Survey, Ms***-*** represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she would pay a monthly monitoring fee of $plus any applicable taxes each month during that termFurther, Ms***-*** represented that these terms were clearly outlined on the Agreement and that Vivint's representative did not make any promises or commitments which were not written on the AgreementVivint relied on Ms***-***'s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement
Never the less, Vivint will agree to cancel Ms***-***'s Agreement without penalty as long as Vivint can remove the security equipment from her homeIf Ms***-*** desires to take advantage of this offer she may call into Vivint to schedule a time for a technician to come out to her home
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, 21, 2016/04/11) */
Revdex.com
Ave
Edmonton, AB
T5P0L
Miss Natalie fortune
This letter is in response to a conversation I had with you back in early march regarding VivintSorry I did nt reply before ,but I had been in contact with the head office in Utah and I was waiting to see if they would indeed stop trying to access my account .They have not and don't seem to have communicated with their office in Canada that this account is now closed .I am enclosing a copy of a letter that I have now sent to them and copy of their latest letter to meCase# XXXXXXX
I am hoping for a resolution to this in the near future Thank you for your help
***-*** XXX XXX XXXX
***@outlook.com
I am sorry that I did not respond to your November email as I had changed servers and did not set the email
However I hunted that mee they removed the equipment from my house I was understood that all payment had ceased
Final Business Response /* (4000, 23, 2016/04/26) */
April 26,
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 12,
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
Vivint's records indicate that Ms***'s account is closed with a $balance dueAs of November 18, Ms*** has no further obligation to Vivint
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** XXXXX, or fax number: (XXX) XXX-XXXX, attention ***
Sincerely,
Nathan BW***

Initial Business Response /* (1000, 5, 2015/05/27) */
Revdex.com of Central and Northern Alberta
XXXXX XXX Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement: August 18,
To Whom It May Concern:
I have reviewed the information provided by Mrs*** *** and appreciate the opportunity to respond
In her complaint, Mrs*** alleges that the system has not been functioning since Oct2013, and consequently has been paying for a service she alleges she is not receivingMrs*** desires a refund of the months she paid (Oct - May 2015) during which she claims the system was experiencing issues and for the Agreement to be terminated with no penalty
Vivint's records show Mrs*** has notified Vivint of this concern, and the issue has been attended to and resolved
Should you have further questions or concerns regarding this response, Mrs*** may contact the representative she has been working with directly, to our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX attention Department *** - ***
Sincerely,
*** ** ***
Initial Consumer Rebuttal /* (3000, 12, 2015/06/10) */
Vivint's legal department contacted us and provided us with a refund from when we originally called in October Also, we were able to get a new working alarm for the remainder of our contract
We were fortunate to get some money back, but are still in the process of working towards a full refund from October when our alarm system failed and they continued to take payment from usWe are only somewhat satisfied with the resolution and hope that we get a 100% refund
Final Business Response /* (4000, 14, 2015/06/11) */
June 11,
Revdex.com of Central and Northern Alberta
XXXXX XXX Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement: August 18,
To Whom It May Concern:
I have reviewed the information provided by Mrs*** *** and appreciate the opportunity to respond
In her complaint, Mrs*** alleges that the system has not been functioning since Oct2013, and consequently has been paying for a service she alleges she is not receivingMrs*** desires a refund of the months she paid (Oct - May 2015) during which she claims the system was experiencing issues and for the Agreement to be terminated with no penalty
A representative from Vivint has recently contacted Mr*** *** in an effort to resolve the concernsVivint's records indicate that this matter has been resolved to Mr***'s satisfaction
Should you have further questions or concerns regarding this response, Mrs*** may contact the representative she has been working with directly, to our mailing address: *** *** *** *** *** *** XXXXX, or fax number: (XXX) XXX-XXXX attention *** *** - ***
Sincerely,
*** ** ***

May 11, 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. Mr*** is now in collections, and desires cancellation of her agreement without penalty.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 sixty (60) months He 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 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

February, 2017*** *** *** ** *** *** *** ***
*** *** ***
*** ** *** ***RE: Consumer Complaint Case #: *** Complainant: *** * *** *** Vivint Account #: *** Date of Agreement: July 22,
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 his system was installed without being tested for functionalityMrRomero’s smoke detector was not triggered by smoke from burning food, Mr*** requests a full refund of all payments he has made to Vivint.Vivint confirmed Mr***’s smoke detector was not functioningHowever, the remainder of the system is functioning properlyIn the Purchase and Service Agreement (PSA) Mr*** signed with Vivint section Customer Duties states; “You will test the System’s protective devices and send test signals to the Centre in accordance with our instructions at least monthly.” These tests were not performed by Mr*** and a full refund of payments is not warrantedNevertheless, a Vivint representative has contact Mr*** and offered the following resolutionsVivint is willing to refund a portion of payments made totaling $for the value of the smoke detectorFurther, Vivint will replace any and all non-functioning equipment installed by Vivint free of chargeIf this is not agreeable to Mr*** Vivint agrees to discontinue Mr***’s service provided he allows a technician to remove the equipment from his homeIf Mr*** would like to accept either of the offers he may contact the Vivint representative directly.** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

July 22, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***
RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
August 15, To Whom It May Concern: I have reviewed the information provided by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** states that she has moved and requested cancellation of her Agreement and service with Vivint, but that Vivint has not cancelled her accountMs*** desires cancellation of her Agreement without penalty.At this time, Vivint agrees to cancel Mrand Ms***’s Agreement without penalty, effective immediately.Vivint’s records show that on August 15, 2012, Mrand Ms*** signed a System Monitoring and Services Agreement with Vivint, with an initial term of forty-two (42) months This Agreement states that, following the initial term, the Agreement will continue month to month unless cancelled in writing with thirty (30) days’ notice (Section 2.4) Vivint received a written notice of cancellation via email on June 29, 2017, making the cancellation date July 29, Vivint confirms that Mrand Ms*** called Vivint to request cancellation and were advised to send a written notice Mr*** told a Vivint representative on May 30, that he had previously sent a notice via email, and he was advised to send Vivint’s representative a copy of the email he sent; however, he did not provide proof of the earlier email As such, the only written notice Vivint has on file was sent on June 29, 2017.Vivint apologizes for any inconvenience this may have caused Mrand Ms***, and can confirm that they have no further obligation to Vivint.** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

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

Initial Business Response /* (1000, 5, 2016/02/25) */
February 25,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P
0L
***
To Whom It May Concern:
I have reviewed the information provided by Mrs*** and appreciate the opportunity to respond
A representative from Vivint has recently contacted Mrs*** in an effort to resolve her concernsVivint's records indicate Mrs*** and the representative have agreed to a resolution
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
Sincerely,
Nathan ***
Initial Consumer Rebuttal /* (2000, 7, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2016/03/10) */
I was promised a refund of two payments that were taken from our account and have only received one to this date
Final Business Response /* (4000, 15, 2016/03/17) */
March 17,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
***
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 a new check was submitted March 11, and overnighted to Ms***Should Ms*** have any further issues with her refund(s), I would recommend that she reach out to the representative that has assisted her in this process
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
Sincerely,
Nathan ***

Initial Business Response /* (1000, 5, 2015/07/27) */
July 27,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement:
September 19,
To Whom It May Concern:
I have reviewed the information provided by Mr*** and appreciate the opportunity to respond
In his complaint, Mr*** alleges he is dissatisfied with the move options he has been offered by VivintMr*** now desires the cancellation of his agreement with Vivint
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 *** 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 September 17,
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 termFurther, 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 Agreement
Mr*** notified Vivint of his move on July 16, A Vivint representative quoted Mr*** his move options; Vivint's recorded indicate he was dissatisfied with these options
A Vivint representative has recently attempted to contact Mr*** in an effort to resolve his concernsShould Mr*** wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account - currently $1219.80, however Vivint will take 50% off the payoff amount, bringing it to $Alternatively, should Mr*** wish to continue services, Vivint is willing to offer him a free move of his system to his new homeIf 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 *** *** - ***
Sincerely,
*** ** ***

Initial Business Response /* (1000, 5, 2016/05/31) */
May 31,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** ***
To Whom It May Concern:
I have reviewed the information provided by 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 ***
Chief Compliance Officer
*** *** *** *** *** ***
Initial Consumer Rebuttal /* (2000, 7, 2016/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied because my account was closed without penalty

Initial Business Response /* (1000, 5, 2015/12/03) */
December 3,
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 5,
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
In her complaint, Ms*** alleges that she was promised a free move during the installation of her system, but when she attempted to move her system Vivint charged her a moving feeMs*** further alleges she was under the impression she did not have an Agreement with VivintMs*** desires the cancellation of the account without penalty
Vivint's records indicate that prior to the installation of any equipment; Ms*** completed a telephonic Pre-Installation Survey with Vivint's Account Creation departmentEvery customer must complete this Pre-Installation Survey, and if a customer does not pass *** survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer's homeThe purpose of the survey is to verify certain information, ensure that the customer understands Vivint's offer, and confirm the terms and conditions of the AgreementOur records show that Ms*** completed the required Pre-Installation Survey on July 5,
During the recorded Pre-Installation Survey, Ms*** represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she would pay a monthly monitoring fee of $each month during that termFurther, Ms*** represented that these terms were clearly outlined on the Agreement and that Vivint's representative did not make any promises or commitments which were not written on the AgreementVivint relied on Ms***'s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement
Should Ms*** wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account - currently $2,138.69, however Vivint will take 55% off the payoff amount, bringing it to $1,If Ms*** wishes to take advantage of either offer, I would advise her 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: *** *** *** *** *** Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention *** *** - ***
Sincerely,
Nathan B***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As for the payment amount I was told that I would receive a $a month discount, on my contract *** it said that the monthly payment were $a month with the $discount making it $($68.99)I found out after signing that*** the reg monthly payments for every customer was $so I was not receiving the discount I was promised i*** If the pre installation survey was the contract I signed with the person who came to my door then I was not properly informedI told him I wanted time to review it and discuss it with my familyHe told me to sign now to keep the 'awesome deal' that wasn't even a deal at all and that I could discuss it with my family that night and that I was under NO OBLIGATION to stay with the company if we didn't feel it was a right fit! The next thing I knew there was a guy knocking on my door to set up my equipmentI decided since he was there I would just go for itWithin the first couple months I had nothing but problems with billing and decided to cancelI was then informed I was in a year contractAfter a few months with nothing but problems I tried to cancel again and was then informed that I was in fact in a year contract and that it would cost me $to cancel!! *** *** Then to top it all off when I went to move I was informed yet again that I had been lied about the so called free moved that has now cost me almost $400!! When I called about it the lady I spoke with told me that yes that used to do that but despite the fact that I was promised that they don't offer it anymore and I wouldn't be provided that service! I don't have over $to cancel my contact, that is disgusting, I don't even the $to pay the bogus move fees!!! The very least this company could do is erase the bogus move fees if I am going to be forced to stay with this company until the end a contract that I was tricked into signing in the first place!
Final Business Response /* (4000, 9, 2015/12/08) */
December 8,
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 5,
To Whom It May Concern:
In her rebuttal, Ms*** alleges she was misled regarding the terms of her agreementMs*** desires the cancellation of the agreement without penalty, or the wavier of a move fee
Vivint maintains its stance in regards to Ms***'s complaintMs*** agreed to sixty month agreement in the recorded Pre-Install survey and signed a Purchase and Services Agreement with those same termsThe move fee in question Ms*** is refuring to is the combination of the $move fee and Ms*** past due amount currently on her Vivint billing accountMs***'s account is currently past due $362.32, including the move fee
Should Ms*** wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account - currently $2,138.69, however Vivint will take 55% off the payoff amount, bringing it to $1,Alternatively, Ms*** wishes to continue her service, Vivint will agree to cover half Ms***'s past due balanceMs***'s new past due balance would be $If Ms*** wishes to take advantage of either offer, I would advise her to contact Vivint's Customer Loyalty department at X-XXX-XXX-XXXX
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
Sincerely,
Nathan BW***
Final Consumer Response /* (2000, 11, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am not 100% satisfied with this agreement I do understand that it is my word against the individual that signed me up since I was not smart enough to get all his promises in writingI will accept this offer and finish out my contract as I do not have $to pay it offI have certainly learned my lesson and will never trust another door to door salesman as long as I live! ***

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 as long as my account has a $balance, was cancelled effective August 12, as per my initial request and no further obligations are outstanding to Vivint on mine, *** *** or Byron ***'s behalfSincerely, *** ***

Initial Business Response /* (1000, 13, 2016/04/19) */
April 19,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE:
***
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
A representative from Vivint has recently contacted Ms*** in an effort to resolve her concernsVivint's records indicate that this matter is being resolved to Ms***'s satisfactionMs*** has no further obligation to Vivint, and she may expect her refund check in the mail in 7-business days
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, 15, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/06/16) */
June 16,
*** *** *** *** *** *** ***
*** *** *** *** *** *** ***
To Whom It May Concern:
I have reviewed the
information provided by Mr*** and appreciate the opportunity to respond
In his complaint, he explains that he was originally interested in having a Vivint system installed in his home, however, he changed his mind and no longer wanted the systemIt is further explained that while he never had a system installed, his bank account was still charged
Vivint's records indicate that Mr***'s account was refunded the full amount on June 9, Mr*** should expect the refund to appear within 7-business daysMr***'s account has been closed and he will no longer be contacted by Vivint
If you have further questions or concerns regarding this response, please respond to either our mailing address: *** *** *** *** *** *** *** *** *** ***
Sincerely,
Nathan ***
Chief Compliance Officer
Initial Consumer Rebuttal /* (2000, 7, 2016/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/10/01) */
October 1,
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 9,
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 requested cancellation of her account a year ago, and that Vivint has continued to bill her for service since thenMs*** desires a refund of the monies she has paid to Vivint for the past twelve (12) months
Vivint's records show that Ms*** signed an agreement with Vivint on July 9, 2011, in which she 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)Ms*** contacted Vivint on October 23, 2014, and was advised that the initial term of her Agreement would end on January 9, and that cancellation of the Agreement would not be warranted until the end of the initial termMs*** again notified Vivint of her desire to cancel on July 20, 2015, and she was advised to send her written notice if cancellation
Vivint never received a written notice of cancellation from Ms*** and, as such, has not cancelled her accountVivint's records show that the system at Ms***'s address was actively monitored by Vivint until June At this time, Vivint has cancelled Ms***'s account per her request, and she has no further obligation to VivintIn an effort to assist Ms***, a check in the amount of $is being sent to the mailing address on file, to refund the payments made for service in August and September (after Ms*** was advised to send a notice of cancellation)
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***

September 8, 2016 Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0LRE: Consumer Complaint Case #: *** Complainant: *** ** *** 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 a Vivint sales agent keeps coming to his home after he has asked him to stop comingMr*** requests his address to be removed and to no longer be solicited. Vivint has reached out to the sales manager in that area and asked for Mr***’s address to no longer be solicitedVivint apologizes for any inconvenience this may have caused. 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-attention Department - LegalSincerely, *** ** ***Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/03/22) */
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
***
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
In her complaint, Ms*** states that she bought a home in which the previous owner had an alarm system monitored by Vivint, and that the equipment for this system was included in the sale of the homeMs*** states that Vivint has refused to assist her in utilizing the system due to the account being in the name of the previous homeownerShe requests that Vivint give her access to the system in her home
Vivint's records show that Ms*** does not have an Agreement with Vivint for the monitoring of the alarm system at her residenceVivint had a monitoring Agreement with the previous owner of the home, and has cancelled the Agreement at the account holder's requestVivint no longer monitors the system in Ms***'s home, and therefore has no access to her panelIf Ms*** wishes to activate the system in her name, she may contact Vivint at 1-855-501-to set up an account to include monthly monitoring and supportI apologize for any inconvenience this may have caused Ms***
Since the previous homeowner paid off and cancelled her Agreement with Vivint, the equipment in the home no longer belongs to Vivint, so we would not generally remove itAs Ms*** stated in her complaint, the alarm equipment (but not the monitoring of it) came with the home she boughtThis equipment now belongs to Ms***, and she may do with it as she pleases
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 /* (3000, 8, 2016/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vivint has agreed the equipment is no longer there's due to termination of account by previous home ownerTherefore I should have been given access to the panel to manage it on my own moving forward** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** In order for me to work with the panel on my own, Vivant needs to hand it over to me (which means giving me access to the panel)*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 13, 2016/04/08) */
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: ***
Complainant: Candace ***
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
In her rebuttal, Ms*** states that she should have been given access to use the alarm panel in
her home, and she believes that Vivint is just refusing to give her access to her panel
Below is a brief summary of this account:
Ms*** purchased a home in which the previous homeowner was a Vivint customer and
maintained a security system and monitoring with our companyThe previous homeowner
notified Vivint that she needed to cancel service as she had recently moved and would be
sending in final payment shortlyThe system remained active until this was received and the
cancellation was processedDuring this time, Ms*** had likely moved into the home and
was able to use the alarm as it was still activatedOnce the cancellation was fully processed and
final payment received from the previous homeowner, Vivint promptly deactivated the system
Ms*** is not a customer of Vivint, however, if she would like to acquire security services
with our company, she may contact us at ***There is a monthly services fee for
monitoring and support should she choose to take advantage of this offer
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 ***
Final Consumer Response /* (4200, 15, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vivint should only deactivate the service and support which comes with a monthly fee and year contract and not the systemThe alarm system is property of the homeowner and can operate without a service providerI am just asking for that access to my alarm system that was paid for in purchase of the house and as such requesting that Vivint hand over the key pad PIN

August 31, 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 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 Ms***’s monthly rate has been reduced to reflect the equipment downgrade, her account has been credited for the overpayment since the camera’s removal, and a new equipment contract is being sent to her via email for her review If Ms*** has any further questions or concerns, she may contact Vivint’s representative directly.** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer