Vivint Canada Inc

November 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: May 28, 2016           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] explains that she has had issues with canceling her account. Ms. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue; Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her directly.      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

February 1, 2017     *
[redacted]
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            [redacted]...

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             [redacted]                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she attempted to cancel her account with her sales representative within 10 days after being installed. She further explains that her account remains active. Ms. [redacted] requests that Vivint refund her all monies paid and cancel the account.   At this time, Vivint has agreed to refund the amount of $410.65 which will go back on the credit card within 7-10 business days. Additionally, Vivint will immediately cancel the account.   However, it should be noted that instead of contacting the sales representative, Ms. [redacted] was required to call Vivint’s customer care to discuss her account. In the Agreement, under section 5, it states:   Call or write us at the address and telephone number at the top of this Agreement and tell us what is wrong with the System. We will provide service as soon as possible during our normal business hours.   Despite the information mentioned, Ms. [redacted] has no further obligation to Vivint.   [redacted]             Sincerely, Nathan B. W[redacted] Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/01/11) */
January 11, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: August 4, 2009


To Whom It May Concern:
I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mrs. [redacted] in an effort to resolve her concerns. Vivint's records indicate that this matter has been resolved to Mrs. [redacted]'s satisfaction.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A man from Vivint Alarm telephoned us and apologized for the inconvenience that was caused to us.
I accepted the apology as he said he would be calling off the collection agency. If that does not happen I will call him about it.
Just wish we had not incurred the expense of changing bank accounts to stop them taking our money from the account. Now just happy to be rid of them for ever (I hope).
Thank you Revdex.com for your help. It has taken a load of worry from our lives.

Initial Business Response /* (1000, 5, 2016/03/08) */
March 8, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P...

0L3
[redacted]


To Whom It May Concern:
I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. A resolution has been agreed upon, and is in the process of being resolved to Ms. [redacted]'s satisfaction. If Ms. [redacted] has and additional concern or question, she may contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
I accept the response offered to me from Vivint because the issue will be resolved before I leave, even if it is only one day sooner, it is still before I leave. I also will not be charged for a service I have not been able to use, so I do appreciate that.
[redacted]
I do thank the representative that contacted me for her understanding.

July 18, 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 15, 2014           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 needs to cancel her account and want to come to a reasonable buyout amount.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. Vivint has received a buyout payment and so Ms. [redacted]‘s account has been canceled as of July 18, 2016. Ms. [redacted] may contact the representative who reached out to him directly if he has any questions.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

July 13, 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: April 26, 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 that he cancelled his System Purchase and Services Agreement (“Agreement”) and the Vivint system removed from his home but Vivint did not cancel his Agreement and continued to bill him for service. Mr. [redacted] desires his Agreement cancelled and all monies paid to Vivint refunded. Vivint has cancelled Mr. [redacted]’s Agreement and issued a refund of $309.10 in the form of a check. Vivint apologizes for any undue delay in this process. Mr. [redacted] has no further obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, [redacted]
Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/04/08) */
April 8, 2016
Revdex.com of Central and Northern Alberta
[redacted]
RE: [redacted] [redacted]...

[redacted]


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 requested cancellation of his account prior to the end of his initial term, and that Vivint continues to bill him for service. Mr. [redacted] desires a refund of the monies he has paid to Vivint after the cancellation request, and for his account to be cancelled.
Vivint's records show that Mr. [redacted] signed an agreement with Vivint on May 2, 2012, 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 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). A written notice of cancellation was never received by Mr. [redacted] prior to the end date of the Agreement.
Vivint will take Mr. [redacted]'s complaint as formal notice of cancellation and cancel the account. At the time of cancellation, Mr. [redacted]'s account was past due. In an effort to assist Mr. [redacted], Vivint will cover the total past due and closed the account with a zero balance. Mr. [redacted] no longer has an obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/04/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2016/05/18) */
[redacted]Document Attached[redacted]
Our Account is supposed to be closed now, but I still received a statement this month (copy attached). This shows a credit of $2.24 that Vivint owes us. As our account is supposedly closed I would like them to send us a chequs for this amount and then stop sending any more statements. Thanks
Final Business Response /* (4000, 15, 2016/05/25) */
May 25, 2016
Revdex.com of Central and Northern Alberta
[redacted]
RE: [redacted]


To Whom It May Concern:
In his rebuttal, Mr. [redacted] states he received a statement in the mail that there was a credit on his account. Mr. [redacted] desires the refund of this credit.
As stated in Vivint's previous response, Mr. [redacted]'s account was closed on April 8, 2016. Mr. [redacted]'s account was past due at the time it was closed and part of Vivint's offer was to zero out the balance on his account. The credit Mr. [redacted] made reference to was attached to the process of zeroing out the balance. As such, this is not available for refund.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]

September 6, 2016Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3 RE: Consumer Complaint Case #: [redacted]      Complainant:  [redacted]      Vivint Account #: [redacted]      Date of Agreement:  May...

19, 2016 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she recently had an alarm event and that Vivint dispatched a guard service instead of police, and then charged a guard service fee. Ms. [redacted] further states that Vivint’s sales representative promised a monthly service fee of $80.00 but that Vivint has charged $94.54. Ms. [redacted] believes that these fees are not on her System Monitoring and Services Agreement (“Agreement”), and she desires explanation of Vivint’s cancellation policy, reversal of the $40 guard fee and reduction of her monthly services fee.  A representative has recently contacted Ms. [redacted] via email, and has provided a copy of the Agreement and an explanation of guard fees, monthly service fee, and cancellation policy.  To assist Ms. [redacted], Vivint has applied a credit of $42.00 to the billing account to reimburse the guard fee, and has reduced Ms. [redacted]’s monthly service fee to $80.99, plus any applicable taxes.Vivint’s records show that Mr. [redacted] Pele 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 pay a monthly monitoring fee of $90.99 each month, plus applicable taxes, during the term of his Agreement.  The signed Agreement explains in Sections 7 and 8 that, in the event of a burglar alarm, Vivint dispatches appropriate emergency personnel, and that in some cases, a jurisdiction may require Vivint to dispatch a guard service.  Section 8 states that the customer is responsible for any fees charged by a guard service. Nevertheless, in an effort to assist Ms. [redacted] and Mr. Pele, Vivint agrees to the above resolution in this matter.  Ms. [redacted] may contact Vivint’s representative directly with any further 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

August 1, 2017[redacted]
[redacted]          
[redacted] RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #:...

[redacted]        Date of Agreement:  July 8, 2014 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she moved in 2015 and has been paying for service since then, and that Vivint has not followed up with her to schedule a move of the system to her new home.  She further states that she recently requested cancellation but that Vivint will not cancel her Agreement unless she pays the full remaining balance. Ms. Price desires cancellation of her Agreement without penalty, or free service for 2 years and a free move.  At this time, to resolve this matter Vivint is willing to waive the remaining months of Ms. Price’s Agreement term and cancel her account, effective immediately.Vivint’s records indicate that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she agreed to an initial term of sixty (60) months and a monthly services fee of $63.99, plus any applicable taxes, during that term.  Cancellation of the Agreement without penalty is not warranted at this time; however, Vivint recognizes Ms. [redacted]’s situation and agrees to the above resolution.[redacted] [redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

October 25, 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 30, 2009          ...

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 attempted to cancel his System Purchase and Services Agreement on May 24, 2016 but Vivint continued to charge him for service. Mr. [redacted] desires his Agreement cancelled without penalty and a refund for two months of service. Vivint’s records indicate that Mr. [redacted]’s Agreement has been cancelled as of October 14, 2016. Mr. [redacted] has no further obligation to Vivint. A refund of $90.28 has been sent to him in the form of a check, Mr. [redacted] will receive his refund in seven to ten business days. Vivint believes this matter has been resolved. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, [redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/03/18) */
March 18, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P...

0L3
[redacted]


To Whom It May Concern:
I have reviewed the information provided by the [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 Mr. [redacted] and this representative have agreed upon a resolution. If Mr. [redacted] has and additional concerns or questions, he may contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]

December 29, 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: March 18, 2013           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 informed Vivint Canada Inc. (“Vivint”) he wished to cancel his account after his initial term; however Vivint has continued to keep his account active. Mr. [redacted] desires for Vivint to cancel his account from when he originally requested the cancellation. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to accept Mr. [redacted]’ complaint as formal notice of cancellation and cancel the account. Additionally, Vivint agrees to waive any invoice after August 2016.Vivint’s records show that on March 18, 2013, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. In section 2.4, Mr. [redacted] agreed to provide Vivint with a written Notice of Cancellation 30 days prior to the desired cancellation date. If not, Vivint would continue the account on a month to month basis. Vivint did receive a call from Mr. [redacted] requesting the cancellation of his account in August 2016; however Vivint did not receive his written Notice of Cancellation. As such, Vivint keep the account active. Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representative if he has any further 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

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]

April 10, 2017[redacted]
[redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 15, 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’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s system has been downgraded and her monthly monitoring rate reduced to $24.99. An appointment for the system downgrade was scheduled for April 11, 2017.[redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/02/26) */
February 26, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of Agreement:...

January 16, 2009


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. and Ms. [redacted] in an effort to resolve these concerns. Vivint's records indicate that this matter is being resolved to Mr. [redacted]'s satisfaction. Mr. [redacted] has no further obligation to Vivint. A refund of Mr. [redacted]'s most recent payment is being sent back to the credit card on file, and should be available to him within 7-10 business days. If Mr. or Ms. [redacted] have any further questions or concerns in this matter, they may contact Vivint's representative.
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, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At my time of writing this note I have not as yet received any credit on my account but if Vivint actually follows through with this action I will be very happy that it is resolved.[redacted] In closing, I would also like to thank the Revdex.com for their help in resolving this matter.

Initial Business Response /* (1000, 5, 2016/02/11) */
February 11, 2016
Revdex.com of Central and Northern Alberta
[redacted]
RE: ...

[redacted]


To Whom It May Concern:
I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve him concerns. Vivint's records indicate that this matter has been resolved to Mr. [redacted]'s satisfaction.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted].
Sincerely,
Nathan [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that some one from Vivint came to my home and removed all there equipments from my house , But when the installed the equipments they have damaged my house walls and doors , When I asked Vivint executive to kindly fix them , he said I have to call Vivint again and let them know that I need some one from Vivint to come and fix the damage on my house.
Doest not Vivint company know that there is a damage to the walls and doors when they remove there equipments from the house ? [redacted]
[redacted]
And they have agreed for a refund as they were collecting money from me without providing me any services , But no one intiated the refund still.
[redacted]
Final Consumer Response /* (3000, 25, 2016/05/16) */
vivint has aggreed to refund money but they did not still do that
Final Business Response /* (4000, 27, 2016/05/24) */
March 24, 2016
Revdex.com of Central and Northern Alberta
[redacted]
RE: [redacted]


To Whom It May Concern:
In his rebuttal, Mr. [redacted] states he did not receive the previous offered refund amount.
Vivint's records indicate Mr. [redacted]'s checking account was refund $249.84 on July 21, 2015 and $199.48 on February 11, 2016. If Mr. [redacted] did not receive these refunds, Vivint requests his bank statements from July 2015 and February 2016 for review.
If once Vivint reviews the bank statements and finds Mr. [redacted] does not receive the refunds, Vivint will resubmit these refunds. Mr. [redacted] may send the requested statements to [redacted]
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]

Initial Business Response /* (1000, 14, 2015/10/12) */
October 12, 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: August 22, 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] alleges that she had a month to month agreement with Vivint, and requested cancellation of her agreement. Ms. [redacted] further alleges that Vivint took an additional payment after her request to cancel the account. Ms. [redacted] desires the cancellation of the account and a refund of her final payment.
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 [redacted] 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 22, 2011.
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 he would pay a monthly monitoring fee of $57.99 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. In section 2.4 of Ms. [redacted]'s agreement with Vivint, it states that Ms. [redacted] must give Vivint a thirty (30) day notice to cancel her agreement. Vivint's records indicate Ms. [redacted] requested cancellation of her account on August 24, 2015.
A refund of Ms. [redacted]'s August payment is not warranted. However, Vivint has agreed to refund the payment taken in September 2015, and have agreed to the cancellation of Ms. [redacted] account.
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 * W[redacted]
Initial Consumer Rebuttal /* (2000, 16, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that they have refunded a payment that they should never have taken. [redacted] I went into that contract thinking it was for 3 years and the monitoring was on a monthly basis after the contract was up. I was never told it required a 30 day notice of cancelation even when I called and subsequently, sent in written notice to cancel at the end of August, 2015. [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]

July 1, 2016Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 2015           To Whom It May Concern:I have reviewed the response provided by Ms. [redacted] and appreciate the opportunity to respond. Vivints position in this matter remains the same as it was stated in Vivint’s response to Ms. [redacted]’s original complaint. Quoted below.“In Ms. [redacted]’s complaint she explains that she has had issues with her garage door opener, her wifi. Vivint wants to do what it can. So Vivint would be able to get a technician out to Ms. [redacted]’s home to make sure that the garage opener and the rest of the system is working properly. In response to the issues with Ms. [redacted]’s wifi Vivint would refer Ms. [redacted] to her contract in section 12 “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. [redacted] in an effort to resolve her concerns. Ms. [redacted] 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, [redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2016/02/23) */
February 23, 2016
Revdex.com of Central and Northern Alberta
XXXXX XXX Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of...

Agreement: June 12, 2013

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 was misled by a Vivint Inc. ("Vivint") representative regarding the term length of his System Monitoring and Services Agreement ("Agreement"). Mr. [redacted] desires his Agreement to be cancelled out according to a three (3) year term length.
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 [redacted] 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 12, 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 $49.99 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]'s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
In order to assist Mr. [redacted], Vivint will cancel Mr. [redacted]'s Agreement should he agree to pay the previous invoices owed to Vivint and the next four (4) months of service for a reduced payoff amount in addition to returning the equipment. His reduced payoff amount would be $462.41. A representative has recently tried to reach out to Mr. [redacted] and left his contact information. Should Mr. [redacted] accept this offer, he may reached out to this representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted]
Sincerely,
Nathan B. [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)