Vivint Canada Inc

June 29, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: May 9, To Whom It May Concern:I have reviewed the information provided by Mr*** and appreciate the opportunity to respond. After further review, Vivint’s records show that MrF*’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint ** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

May 6,
Revdex.com of Utah
W S
Salt Lake City, Utah
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 this representative and Ms*** have agreed upon a resolution
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: ###-###-####, attention Department - Legal
Sincerely,
Nathan BW***

Initial Business Response /* (1000, 5, 2016/05/26) */
May 26,
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, 2016/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Vivint called and was able to resolve my complaint quickly and easily once I provided the information and documents I had in my possessionI'm glad we were able to resolve this matter so quickly

August 22, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***RE: Consumer Complaint Case #: ***
Complainant: *** *** Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** states a sales representatives from Vivint continually knock at her door although she requested that he stopMs*** further explains that the representative ran her creditMs*** requests that Vivint cease doing business in Canada.The sales representative in question is employed by *** *** *** *** *** *** ***, a licensed dealer of VivintMs*** complaints have been reported to *** *** *** regarding the representative who knock at her door ** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

Complaint: ***
I am rejecting this response because: As I stated the system has never worked from day one and Vivint has had every opportunity to resolve itThey used stalling tactics to get past the day cancelation period by scheduling a "tech" weeks later.I will happily deal wit the courts before giving Vivint another pennyVivint needs to step up and do what they say they can doYou cant just come in to a business and tell them you product can do something that it clearly cant
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
My understanding of the resolution is my contract is now closed and I do not owe them any moneyThey will stop trying to contact us
Sincerely,
*** ***

August 16, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: ***
Date of Agreement: July 13, 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 satisfactionIf he has any further questions or concerns, he may contact Vivint’s representative directly. ** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/05/03) */
May 3,
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 satisfactionAn appointment has been scheduled for removal of Vivint's equipment from Ms***'s home, and following that appointment Ms*** will have no further obligation to VivintMs*** may contact Vivint's representative directly 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:***
Sincerely,
Nathan ***

Initial Business Response /* (1000, 5, 2016/03/08) */
March 8,
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 she called to cancel the service in September and was not informed of the written notice of cancellationMs*** further states that she received a bill in February and contacted Vivint only to find out the account remained active because there was no written notice of cancellation on fileMs*** requests Vivint close the account as of October and waive the past due amount
A representative from Vivint has recently attempted to contact Ms*** in an effort to resolve her concernsVivint will accept Ms***'s complaint as a formal notice of cancellation and cancel the accountVivint will also waive all charges after October
Vivint's records show that on August 6, 2011, Ms*** signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsIn section of the Agreement it state:
The original term of this agreement begins on the day this agreement is signed and continues for the minimum contract termAgreement for service is for the Minimum Contract Term, which shall continue month to month thereafterFollowing the end of the Minimum Contract Term, either party may terminate this Agreement at any time upon at least thirty (30) days written prior notice to the partyIf terminated, this Agreement ends on the last day of the thirty (30) days notice period
Despite the above information, Vivint has agreed to cancel the account and waive the past due amountMs*** has no further obligation to Vivint
If you have further questions or concerns regarding this response, please respond to either our mailing address: ***
Sincerely,
Nathan ***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

*** *** ***
* *** *** ** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** ** *** *** *** ** *** ** *** *** *** *** *** *** * *** ** *** *** *** *** ** *** ** *** ** *** ** *** *** ** *** *** ** * *** *** *** *** ** *** *** ** *** * *** *** ** ** *** *** *** ** *** *** *** *** *** *** *** *** *** 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, 2015/08/06) */
August 06,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: NA
Date of
Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Ms*** and appreciate the opportunity to respond
Vivint values and appreciates Ms***'s feedback about her sales experienceRest assured that we give serious thoughtful consideration to all feedback receivedWe were very sorry to learn that Ms*** had an unfavorable experience with our companyVivint always strives to meet the highest standards in our industry and, as such, it is vitally important to us to address situations when someone believes that they have not received such level of serviceMs***'s feedback has been submitted and the appropriate action is being carried out
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 B***

Initial Business Response /* (1000, 5, 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:
January 4,
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 has had several equipment issuesMs*** further alleges that she has had a negative experience with Vivint's customer service as she has requested a refund of the final payment on her accountMs*** desires a refund of her June payment, and acknowledgement of the negative conversations she has had with Vivint's representatives
Vivint's records show that a representative from Vivint has recently contacted Mrand Ms*** in an effort to resolve this matterMs***'s feedback regarding the representatives she has spoken with has been addressedMs***'s account with Vivint is cancelled and she has no further obligation to VivintJune's payment has been refunded by Ms***'s bank, and Vivint will not hold Ms*** responsible for that balance
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, 2015/12/14) */
December 14,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of
Agreement: October 20,
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 has requested cancellation of her Vivint account, but Vivint has not closed out her accountMs*** desires the cancellation of the account, a refund of payment made after her cancellation request, and for Vivint to unlock her panel for personal use
After further review, Vivint's records show that Ms***'s agreement with Vivint has been cancelled and she has no further contractual obligation to VivintVivint's records indicate she was given a credit to cover the remaining months on her agreement, and as such a refund is not warranted
After a Vivint Agreement is cancelled after the initial term, the equipment is free for the customer to utilize as long and it does not compromise the security of Vivint's remaining customersVivint's records indicate Ms*** requested Vivint provide her with their company installer code in order for another security company to use Vivint's security panelDue to security reasons, Vivint is unable to provide this code
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, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid my account for a full year AFTER I was given credit for a couple of months, therefore the refund should come to meI actually spoke with one of the customer care representatives, Landon *** and I have the email he sent me stating I would be receiving a refundBelow is his email
Account s-XXXXXXX has been submitted for cancelation and refund has been submitted in the amount of
Final Business Response /* (4000, 13, 2016/01/04) */
January 4,
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Consumer Complaint Case #: XXXXXXX
Complainant: *** ***
Vivint Account #: XXXXXXX
Date of Agreement: October 20,
To Whom It May Concern:
In her rebuttal, Ms*** alleges a refund of $was promised to herMs*** requests the remaining balance of $to be refunded to her
Although Vivint maintain is stance that the refund Ms*** is requesting comes from a credit given to her to cover the cost of the last few months of her Agreement, in an effort to resolve this matter Vivint has agreed to refund Ms*** the remaining $she is requestingMs*** will receive a check in the mail in to business days
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***
Final Consumer Response /* (2000, 15, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am not 100% satisfied with this company, I do feel that they have paid me what they owe me***

June 12, 2017*** *** *** ** ***
*** * *** *
*** *** *** *** ***
RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: October 17, 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*** signed a System Purchase and Services Agreement on October 17, with an initial term of forty-two (42) months, a monthly services fee of $99.99, plus any applicable taxes, during that termVivint’s Limited Liability in section of the System Purchase and Services Agreement states:WE DO NOT WARRANT THAT THE SYSTEM WILL ALWAYS DETECT OR HELP PREVENT, ANY BURGLARY, FIRE, HOOR ANY OTHER SUCH EVENTWE DO NOT WARRANT THAT THE SYSTEM CANNOT BE DEFEATED OR COMPROMISED OR THAT IT WILL ALWAYS OPERATE.On October 20, Ms*** called into Vivint to place her Vivint security system on test mode for seven (7) daysWhen a system is placed on test mode, the user is unable to arm and disarm the security systemMs*** called into Vivint again on October 29, to put her Vivint security system on test mode for an additional seven (7) days.In order to access a Vivint security account, the caller must know the account’s verbal passcodeIf the caller cannot provide the passcode, the Vivint representative will not give the caller any information on the account or let the caller change any information on the account. On October 21, *** ***, Mr*** landlord, called into Vivint and stated that property ** *** *** ** was in the process of being foreclosed and that Mr*** had been evictedVivint informed Mr*** that since his name was not on the account or since he did not know the verbal passcode we could not provide him with any informationVivint additionally told Mr***, that if he wanted access to the account he would need to send in paperwork indicating that the home is vacant and the he owns the propertyMr*** has yet to provide this paperworkMr*** informed Vivint that since we would not disable Ms***’s system he would turn the power off in the homeOn November 29, there was a break in at property ** *** *** **Since the landlord Mr*** turned off the power in the home; the battery in Ms***’s Vivint security system died and Vivint was not notified of the break in. Cancellation of Ms***’s agreement without penalty is not warranted at this timeShould Ms***s wish to cancel her agreement prematurely, her payoff amount would be $699.99; however, in an effort to assist Ms***, Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $If Ms*** wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-***.** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** Sincerely, Nathan BW***Chief Compliance Officer

April 6, 2017[redacted]
[redacted]
RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2016           To Whom It May...

Concern:I have reviewed the information provided by [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] satisfaction. Mr. [redacted] system has been downgraded and his payments have been deferred for six months. An appointment has been scheduled for April 10, 2016 to retrieve the downgraded equipment from Mr. [redacted] home.[redacted] Sincerely, Nathan B. W[redacted]

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

            Vivint Account #: [redacted]              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, he explains that he did not have a system installed; however, he was charged an activation fee. Mr. [redacted] requests a refund of $99.00.   Vivint’s records indicate that a refund of $99.00 was issued on January 18, 2016. Mr. [redacted] should expect to receive that refund within 7-10 business days from the issue date.   If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]             Sincerely, Nathan B. W[redacted] Chief Compliance Officer

August 30, 2017       [redacted] RE:    Consumer Complaint Case #: [redacted]...

            Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: June 15, 2015                                                               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] explains that Vivint has incorrectly billed her account $800.00. Ms. [redacted] requests that this amount be refunded to her.   A representative has contacted her at the email provided and Vivint advises that she respond to that email. In order to reach a resolution, additional information is required from Ms. [redacted].   [redacted]             Sincerely, Nathan B. W[redacted] Chief Compliance Officer

September 10, 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 24, 2015           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 had issues with her contract length. Ms. [redacted] requests that her contract length be changed from 42 months to 36. A representative from Vivint has recently attempted contacted Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] contract length has been changed from 42 months to 36. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, [redacted]Chief Compliance Officer

June 16, 2017[redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 22, 2016          To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states the system was not fully installed, and the system as a whole has not worked since the initial install. Mr. [redacted] desires for the account to be cancelled and to be refunded for all payments made. 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.Vivint was not notified of any equipment issues until recently.  Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on April 3, 2017, and Vivint’s Scheduling department found an appointment for May 3, 2017. Vivint’s records further show that Mr. [redacted] again notified Vivint of his equipment concerns on June 5, 2017. Mr. [redacted] was offered to have his Vivint equipment reinstalled free of charge. Mr. [redacted] was further offered $10.00 off his monthly monitoring fee for five (5) months to which Mr. [redacted] declined.Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call Customer Care at 1-800-[redacted] to schedule an appointment.I[redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

November 2, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 18, 2016                                                                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 is still working with Ms. [redacted] to find a resolution to her complaint.   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