Vivint Canada Inc

Initial Business Response /* (1000, 5, 2015/10/08) */
October 8, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: June 15, 2013

To Whom It May Concern:
I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.
In her complaint, Ms. [redacted] alleges her sales representative told her she would be able to cancel the account at any time. Ms. [redacted] desires the cancellation of her agreement without penalty.
Vivint's records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation department. Every 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 home. The 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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on June 15, 2013.
During the recorded Pre-Installation Survey, Mr. [redacted] 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 $68.99 each month during that term. Further, Mr. [redacted] 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 Agreement. Vivint relied on Mr. [redacted] representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account - currently $2,276.67, however Vivint will take 55% off the payoff amount, bringing it to $1,024.50. If Ms. [redacted] wishes to take advantage of this 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: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department 160 - Legal.
Sincerely,
Nathan B. W[redacted]

June 20, 2017[redacted]          
[redacted]RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #:...

[redacted]        Date of Agreement: July 16, 2014           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. Ms. [redacted] signed an Agreement with Vivint and is still within its initial term, and the Agreement has not been taken over by a third party as intended.  Ms. [redacted] remains responsible for the terms of the Agreement.  However, in an effort to resolve this matter, Vivint has offered a reduced payoff of the Agreement by 50%.   Ms. [redacted] may contact Vivint’s Customer Loyalty department at 1-800-[redacted] to accept this offer and cancel her Agreement prematurely.[redacted]
Sincerely, Nathan B. W[redacted]Chief Compliance Officer

September 12, 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: June 6, 2014                                                                To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, [redacted] Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/07/02) */
July 02, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: May 16, 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] alleges that her [redacted] service address and billing information were incorrect and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty and the equipment removed.
Vivint's records show that the aforementioned issues have been addressed and resolved. Additionally, Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services. At the bottom of the Agreement, there is a "Notice of Cancellation" form that provides that Ms. [redacted] may cancel the Agreement within three days for any reason. Indeed, on the front of the Agreement it clearly states that Ms. [redacted] could "CANCEL THIS AGREEMENT WITHOUT ANY PENALTY OR OBLIGATION, WITHIN THREE (3) BUSINESS DAYS." Ms. [redacted] did not have to have a reason for this cancellation, but did have to exercise this right within the three day period by sending the "Notice of Cancellation" form on the Agreement to Vivint, Inc. Yet, despite this right, Ms. [redacted] did not attempt to cancel the Agreement until June 27, 2015 nearly 6 weeks after Ms. [redacted] entered into the Agreement. Cancellation of Ms. [redacted] agreement without penalty is not warranted at this time.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention Department 160 - Legal.
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem has still not been resolved with vivint. The address is still coming up incorrect and apparently the banking is still not resolved. 2 times I had no issues with giving my banking but I'm not doing it anymore because I have no idea who it is that calling me. and as for I have 3 days to cancel every time I call to get the problem fixed the company kept saying give it a couple of days and the information will be updated hence 6 weeks latter and still waiting. I realize there is a contract but why do the customer have to follow the contact but the company can do what they please.
Final Consumer Response /* (3000, 18, 2015/08/31) */
Address is still wrong, apps stop working, and camera s stopped working. [redacted] My dog gets hurt in my backyard due to someone's negligent and I can't prove this because my cameras not working. The one time this system would come in handy it doesn't work. Get it out of my home.
Final Business Response /* (4000, 22, 2015/09/25) */
September 25, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of Agreement: May 16, 2015

To Whom It May Concern:

In her rebuttal, Ms. [redacted] alleges that her address is still incorrect on Vivint's records, and that she is having complications with her cameras and phone app. Ms. [redacted] desires cancellation of her agreement without penalty and the equipment removed from her home.
A Vivint representative previously attempted to contact Ms. [redacted] in an effort to resolve these concerns, but received no response. Vivint's records show that the address provided on this complaint matches the address on Vivint's records for both the security and [redacted] services. Ms. [redacted] signed Agreement with Vivint states that, if there are any problems with the system, it is her duty to notify Vivint so that we may address these concerns and schedule a service visit if needed, for repair or replacement of malfunctioning equipment. Ms. [redacted] may contact Vivint to schedule a service visit or troubleshoot these issues by calling X-XXX-XXX-XXXX.
Vivint maintains its previous and original response, that cancellation of the Agreement is not warranted at this time.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention Department 160 - Legal.
Sincerely,
Nathan B. W[redacted]

October 11, 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: May 14, 2011           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she moved and requested cancellation of her service and Agreement in July 2016, but that Vivint has continued to charge her.  Ms. [redacted] desires cancellation of her Agreement and the charges to her account since she requested cancellation. Vivint’s records show that Ms. [redacted]’s Agreement with Vivint has been cancelled as of October 3, 2016.  She has no further obligation to Vivint.  The payment invoiced to her billing account while cancellation was in process has been waived.  Vivint apologizes for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, [redacted]Chief Compliance Officer

August 24, 2017[redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, 2017           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that the Agreement he signed with Vivint was for a month to month account that could be cancelled at any time. He states that despite his efforts he has been unable to cancel his account. Mr. [redacted] requests cancellation with no penalty.Vivint’s records show that upon review of Mr. [redacted]’s Agreement his account was cancelled on August 8, 2017. He has no further contractual obligation to Vivint.  [redacted] Sincerely, Nathan B. W[redacted]

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

June 8, 2017[redacted]          
[redacted]
RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted] [redacted]        Vivint Account #:...

[redacted]        Date of Agreement: May 16, 2015          To Whom It May Concern:I have reviewed the information provided by Mr. and 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 and Ms. [redacted] have come to a resolution in this matter.  Vivint has scheduled a service appointment on June 12, 2017 to retrieve the equipment from Ms. [redacted] home, and following that, Mr. and Ms. [redacted] will have no further obligation to Vivint and their account will be removed from any collections.[redacted] [redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/12/01) */
December 1, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3

RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: June 5, 2015


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
In his complaint, Mr. [redacted] alleges that he has had complications with the monitoring of his system and the billing of his account that have not been resolved. Mr. [redacted] desires cancellation of his Agreement without penalty.
A representative from Vivint has contacted Mr. [redacted] via email, in an effort to resolve these concerns. If Mr. [redacted] will allow Vivint to retrieve its equipment from his home, Vivint will agree to cancel the Agreement without penalty. Mr. [redacted] may contact Vivint's representative directly, to schedule a time for this removal.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After being contacted by the Revdex.com, Vivint contacted us and offered to cancel our account without penalty.

Complaint: [redacted]
I am rejecting this response because:During my initial call to Vivint, I offered to provide the exact information they are now requesting and I was rudely rejected.  As they were not forthcoming with assistance, I  no longer require anything from them. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */
October 6, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: [redacted]
Complainant: [redacted]
Vivint Account #: [redacted]
Date of...

Agreement: August 16, 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] alleges to having equipment complications with her camera and thermostat that have not been resolved. Ms. [redacted] desires cancellation of the account without penalty.
Vivint's records indicate that prior to the installation of any equipment; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation department. Every 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 home. The 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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on August 15, 2015.
During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months. She also represented that she would pay a monthly monitoring fee of $69.99 each month during that term. Further, Ms. [redacted] 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 Agreement. Vivint relied on Ms. [redacted]'s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. During this call, Ms. [redacted] also asked about Vivint's cancellation policy. Ms. [redacted] was informed she had ten (10) calendars days to cancel the account without penalty. Ms. [redacted] was also informed after the ten (10) day; she would be responsible for the initial term of the agreement.
Vivint's records indicate that Ms. [redacted] first notified Vivint of her concerns with her cameras on August 30, 2015. A Vivint representative was able to assist Ms. [redacted] with logging into her Vivint phone application and resolve the concern. On September 6, 2015, Ms. [redacted] reported that a concern with her thermostat. Vivint was able to assist Ms. [redacted] with sending a HVAC technician out to her home. Vivint representatives from Vivint's Home Damage department have attempted to follow up with Ms. [redacted], but have been unable to contact her as of September 28, 2015. On September 14, 2015, Ms. [redacted] called Vivint's Customer Loyalty department and requested cancellation. Ms. [redacted] was offered to troubleshoot her concerns, or schedule an appointment with a Field Service Professional. Ms. [redacted] declined these offers. Ms. [redacted] was quoted her cancellation options of paying off the remaining balance on the account, or finding a third party to takeover the account. Vivint believes in repair rather than cancellation is the best course of action in regards Ms. [redacted]'s account.
Cancellation of Ms. [redacted]'s agreement without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account - currently $2799.60, however Vivint will take 25% off the payoff amount, bringing it to $2099.70. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to schedule a service visit with a Vivint Field Service Professional. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint's Customer Loyalty department at 1-800-216-5232.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted], or fax number: (801) 765-5759, attention Department 160 - Legal.
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/10/19) */
[redacted]
In response to their statement:
1. That they solve the problem is -False, if they resolved it, how come I still keep on calling them every weekend I was home. [redacted]
2. That somebody assisted me: yes it's partially true BUT, she made me do things that later made our house almost to burn of having too much heat inside, because the wire on the thermostat she made me intertwined is actually a wrong advised, as per the Customer agent I spoke to after I called the second time around 5pm MT On September 5, Saturday. The Thermostat didn't bulged whenever I pushed the down arrow. That's when they told me that a customer support will be calling me, I got the call right after 5pm, he said to start contacting local technician. A Saturday and after 5pm, who would be ready to assist me? I got call back from 2 companies from Edmonton, they said they're busy; I have to call back Sunday morning. That Saturday was cold in [redacted] and was the longest night as I have to keep going back down to the basement from upstairs to manually switch on and off the Control Panel, otherwise we might have over heating or negative temperature. Sunday morning, I called Vivint before arrangement, they said nobody of their contact is free, so I made the appointment for the Edmonton company, I asked how much will cost and after we hang up, I called Vivint again , told them about the $300 travel cost, excluding parts and labor. The lady agent said, it's too expensive, told me to wait for her callback, told me later to cancel my arrangement as it is expensive. Their tech finally came to fix it on Sunday mid day. My call is all documented, I hope.
3. On Contract- 2 parties are involved, if only one is in, it's considered null and void. [redacted]

Sincerely,
[redacted]

March, 29 2017[redacted]
[redacted]          
[redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 2014           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his response, Mr. [redacted] states that he has had issues with the entirety of his system since installation and requests a full refund of payments made to Vivint.Vivint maintains its position that Mr. [redacted] did not contact Vivint to perform monthly tests of his system to ensure that the equipment was monitored and functioning properly. Pursuant to section 12 of Mr. [redacted]’s System Purchase and Services Agreement (“Agreement”) this is the responsibility of the customer. The previous options of a $248.00 refund and cancellation are still available to Mr. [redacted]. Should he choose to accept these offers he may contact the representative he spoke with previously.[redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

June 28, 2016Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #:  Date of Agreement:            To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] states that he had a Vivint sales representative visit his home who acted unprofessionally. Mr. [redacted] desires to not be visited by Vivint sales representatives any longer. Vivint apologizes for Mr. [redacted]’s experience and has added his address to a do not visit list. Should Mr. [redacted] receive another solicitation attempt I would advise him to email [email protected] so the appropriate action can be taken. 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]

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

Complaint: [redacted]
I am rejecting this response because: The signatures do not match as I did not sign, nor did I date any contract of such matter. Please provide the third party analysis and report for the signatures. Just saying they do not match is insufficient and completely unprofessional. If this was done in-house, it seems like it was a conflict of interest.My lawyer has advised me to offer you a [redacted] offer. You will release me from any future charges and fees in return I will have release you from any damages, abuse, fraud, and negligence that has occurred. You have ten (10) days to respond from today's date of January 17th 2017. If Vivint does not accept this offer the offer shall automatically be revoked. I am reserving the right to bring it to the courts attention in seeking additional costs and reimbursement in the event that this matter be resolved in court.
Sincerely,
[redacted]

November 28 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: August 8, 2015           To Whom It May...

Concern: I have reviewed the response by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she has not yet received the refund that was sent to her. Ms. [redacted] requests two months payment refunded back to her. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. A refund of $146.98 was issues on November 14, 2016 and it can take up to ten days for the refund to process through Ms. [redacted]’s bank. Ms. [redacted] may contact the Vivint representative who reached out to her previously 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, Nathan B. W[redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/11/30) */
November 30, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: N/A
Date of Agreement:...

N/A


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
In his complaint, Mr. [redacted] alleges that tenants in his home entered into an Agreement with Vivint for alarm services, and he believes that this Agreement is not valid as the tenants do not own the home. Mr. [redacted] further alleges that the tenants cancelled the Agreement, but that the system is still being monitored and Vivint will not assist him in removing the equipment or cancelling monitoring of the system. Mr. [redacted] desires oversight of Vivint's business practices and compensation for the painting of walls after he removes the alarm system.
Unfortunately, I am unable to find the Vivint account in question with the information given by Mr. [redacted]. If Mr. [redacted] would like Vivint to review the cancellation of the account and monitoring, I would advise him to respond with the address of the premise where the alarm system is, or the name of the account holder. I can advise Mr. [redacted] that he may unplug the panel and remove the batteries if he does not wish to utilize the system.
Further, Vivint would like to note that home ownership is not a requirement to enter into a legally binding Agreement with Vivint. The signed Agreement for services is between Vivint and a customer, and the obligation follows the customer, regardless of whether or not they own the premise where service is being provided. Vivint does ask each customer at the time of installation if they are a homeowner, but Vivint is not liable to confirm home ownership or deny service based on the customer's answer to this question.
Vivint is not liable for any damages sustained as a result of Mr. [redacted]'s tenant, and
Vivint will not provide compensation to Mr. [redacted] for any repairs he may need at his premise.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] West, Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan [redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I really appreciate your understanding and am happy that you have placed us on the do not visit list.As I told all of your representatitives, we will contact you when we are ready for a security system.  Thank you so much!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/03) */
November 3, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: September 1, 2010

To Whom It May Concern:
I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.
In her complaint, Ms. [redacted] alleges she agreed to a renewal, but she believed Vivint would contact her to install the new equipment. Ms. [redacted] further alleges her account has been sent to collections incorrectly. Ms. [redacted] desires the cancellation of the agreement without penalty.
Vivint's records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months. She also represented that she would pay a monthly monitoring fee of $45.99 each month, plus applicable taxes, during that term. The initial term of Ms. [redacted]'s agreement lapsed on March 1, 2014, and continued as a month to month agreement as stated in Section 2.4 of Ms. [redacted]'s agreement. On August 15, 2014, Vivint received a call from from Ms. [redacted] requested cancellation because of a recent move. Vivint offered to move the system for free and waive six months of service if she agreed to renew for forty-two (42) months. Vivint's records indicate Ms. [redacted] agreed to this offer. Vivint applied a credit for the cost of six months of service, and instructed Ms. [redacted] to call and schedule an install appointment once they were in their new home.
Vivint's records further show that Ms. [redacted] stopped making her monthly payments after February 2015. As such, the account was cancelled for non-payment on July 30, 2015, and was sold to an outside collections agency.
Although the charges are valid, Vivint would like to assist Ms. [redacted]. Vivint has agreed to pull Ms. [redacted]'s account from collections but to keep the account closed. Ms. [redacted] no longer has any further contractual obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response from Vivint in dropping this matter. Thank you for not charging me anything and closing the account.