Vivint Canada Inc

July 26, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

                                                                          To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint has placed Mr. [redacted]’s address on a ‘do not contact’ list. Vivint will no longer contact Mr. [redacted].   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]

March 13, 2017       [redacted] RE:      [redacted]
            [redacted]...

[redacted]
            [redacted]
             [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 his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] satisfaction. Mr. [redacted] Vivint account has been canceled effective immediately. Additional, Mr. [redacted] has been refunded in the amount of $52.49.   [redacted]    Sincerely, Nathan B. W[redacted]

October 10, 2017     *
[redacted] RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 27, 2017                                                               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 his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction.   [redacted]             Sincerely, Nathan B. W[redacted] Chief Compliance Officer

September 26, 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 response provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that her account started in 2014 not it 2015.  A representative from Vivint has recently attempted contacted Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s does not have any record of an account at this address before 2015.  If Ms. [redacted] has evidence of the account going back to 2014 she can send it in to Vivint for review.  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

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 have yet to receive a conformation email from Vivint showing the account is closed and canceled. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/06/08) */
June 8, 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:...

May 27, 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 she has been experiencing a concern with her door lock that Vivint has yet to resolve. Ms. [redacted] desires the cancellation of her agreement without penalty.
A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to schedule an appointment with a Vivint field service professional to inspect the panel and door lock. Vivint has also agreed to apply an additional credit covering the cost of three months of her service fee for system downtime.
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 May 27, 2014.
During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) 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.
Vivint's records indicate Ms. [redacted]'s first reported this concern with her door lock in April 2016. Vivint send a technician to Ms. [redacted] home on April 28, 2016, who reported he was able to resolve this issue. If this concern is still occurring, repair rather than cancellation is the proper course of action.
Despite the above information, in resolution to this matter, Vivint has credited Ms. [redacted]'s account an additional credit of $220.47; three months of Ms. [redacted]'s service fee. Ms. [redacted] may contact Vivint directly to schedule an appointment with a Vivint field service professional.
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 [redacted] - [redacted]
Sincerely,
Nathan B. W[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the credit being offered and a service technician to fix the issue. I will wait to see if they perform their contractual obligations to rectify the equipment going forward. Thank you.

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18, 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 27, 2015


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.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan B. Wilcox
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Vivint contacted me promptly and accepted the resolution I had recommended. Overall I am extremely pleased with not only Vivint's response, but also the help from Revdex.com. Phoning the company to complain was not getting me anywhere, but a Revdex.com complaint worked a miracle!

Complaint: [redacted]
I am rejecting this response because: We cannot come to an agreement. Any further communication from Vivant or it's representatives will be considered harassment. Please direct any future communications to my Lawyer.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/05/12) */
May 12, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
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 his concerns. Vivint's records indicate that this matter is being resolved to Mr. [redacted]'s satisfaction. Mr. [redacted] may contact Vivint's representative directly 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 [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

October 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: July 5, 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 Vivint changed the amount of her payment in September and told her it was prorated because she had changed her billing cycle date.  Ms. [redacted] states that she did not authorize a payment in a different amount, and that her service fee is not calculated by the day but by the month.  She desires a refund for the amount overcharged.  Vivint’s records show that a prorated payment of $91.65 attempted on September 15, 2016 was not processed by Vivint due to insufficient funds in Ms. [redacted]’s account, and this amount shows as past due on Ms. [redacted]’s billing account at this time.  To assist Ms. [redacted], Vivint will waive this past due balance of $91.65 charged for service between September 5th and October 14th.  Vivint’s records confirm that Ms. [redacted] requested a change in her billing cycle date, from the 5th to the 15th of each month, on August 9, 2016.  This was four days after she had made her payment for service between August 5th and September 4th. Vivint’s billing cycle is a 30-day period.  Due to the change in Ms. [redacted]’s billing cycle date, the payment invoiced on September 15, 2016 was for service between September 5th and October 14th.  This billing cycle was 40 days instead of the usual 30, and as such the amount of the payment reflected the extra 1/3 of a month of service rendered during the billing cycle.  Ms. [redacted]’s signed System Monitoring and Services Agreement (“Agreement”) states that she authorizes Vivint to make electronic fund transfers from her bank account in the amount of her monthly services fee, plus any applicable taxes, and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears according to the terms of the Agreement (Section 2.4). Despite the validity of the disputed payment, Vivint agrees to the above resolution.  Ms. [redacted]’s billing account has a zero balance, and she will not be invoiced again until her next billing cycle date of October 15, 2016.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, 2015/09/03) */
September 3, 2015
Revdex.com of Canada
3400-10180 101 St
Edmonton, AB T5J 3S4
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXXX
Date of Agreement: April 29,...

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 his sales rep had promised him a free move and he did not receive it when he called Vivint to inform us of his move. Mr. [redacted] desires cancellation of the Agreement without penalty.
Vivint will honor Mr. [redacted]'s promised free move and waive the $99 move fee. If Mr. [redacted] still has access to the alarm system Vivint will remove the system and move it to his new home. If access to his previous residence is unavailable Vivint will provide new equipment in his new home. I would advise Mr. [redacted] to call into Vivint to have an appointment scheduled that best fits his schedule.
Vivint's records show that Mr. [redacted] entered into an agreement with Vivint on April 29, 2015. Vivint will provide its customer with a three (3) day no penalty cancellation period following the installation of the home security equipment. Mr. [redacted]'s Agreement with Vivint is valid and in effect. Cancelation 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: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted]

Sincerely,
Nathan W
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/16) */
January 16, 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: May 23, 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 she had a flood incident that caused damage to her home because her flood sensor did not work. Ms. [redacted] alleges that she has requested compensation from Vivint for the damage to her home, but Vivint has not contacted her to discuss this request. She desires to have the damage to her home repaired, and a partial refund of service fees she paid between May and October.
Vivint's records indicate that Ms. [redacted] notified Vivint of her flood, and that Vivint's Alarm Events department opened a case for review. Ms. [redacted] contacted Vivint on December 3, 2015 and was advised that Vivint is awaiting insurance or invoice documentation to proceed in reviewing the request for compensation. This documentation may be emailed to: [redacted]@vivint.com. I have requested that a representative from Alarm Events contact Ms. [redacted] at this time to further discuss the claim.
To assist Ms. [redacted], I have applied a credit to her account for downtime of the flood sensor, in the amount of $79.09. I have applied an additional free month of service to the account, for any inconvenience. These credits will cover service fees for January and February 2016.
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 Business Response /* (1000, 10, 2015/10/21) */
October 21, 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: July 3, 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 his alarm was triggered on July 17, 2015, but requested that a guard not to be dispatched to his home. Mr. [redacted] further alleges that he was charged a false alarm fee though he cancelled the dispatch. Mr. [redacted] desires a refund of this fee.
Vivint's records indicate Vivint's monitoring station received an alarm signal on July 17, 2015. Vivint attempted to make contact with Mr. [redacted] over the panel, but the monitoring agent was unable to reach Mr. [redacted]. Vivint attempted to contact Mr. [redacted] by phone, but was unable to reach him. The monitoring agent requested a dispatch of the guard service in Mr. [redacted]'s area. After the dispatch, Mr. [redacted] contacted Vivint to cancel the dispatch. Vivint contacted the guard service and requested cancellation of the dispatch. Vivint followed the protocol of cancelling the dispatch, but the guard company still invoice for a guard dispatch fee.
Vivint's records indicate that on June 29, 2013, Mr. [redacted] signed a Purchase and Services Agreement, representing that he agreed to an initial term of sixty (60) months of service, and a monthly fee of $49.99 during this term. The Agreement states that Mr. [redacted] agrees if a false alarm fee is charged, he would be responsible for this fee (Section 11). Vivint will pay this fee for the customer to insure a guard will continue to be dispatched in case of emergency. Vivint will then invoice the customer for this fee. Mr. [redacted] is responsible for the fee.
A representative from Vivint has contacted Mr. [redacted] in regards to his dispute of the charge. If Mr. [redacted] wishes to dispute the charge further, he would need to contact the guard company.
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 [redacted] - [redacted]
Sincerely,
Nathan B. [redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dispute this charge that the reason are
1. The term of 5-year contract seems unreasonable to customer. [redacted]
2. After they installed Vivint's devices, I found out
(a) the overhead garage sensor should be placed at another door entry to avoid from weather or animal effect triggered for false alarm;
(b) the flood detective sensor should be placed at the lowest position in my basement because I have experienced basement watering during the sum pump out of order but the sensor did not trigger. [redacted]
3. [redacted] Should Vivint need to work for customer and get refund from guard dispatch company for this mis-charge or bear $35 charge itself?
4.[redacted]
I hope Revdex.com can help me to get a solution. Thank you.
Regards,
[redacted]
Final Business Response /* (4000, 23, 2015/11/23) */
November 23, 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: July 3, 2013


To Whom It May Concern:
In his rebuttal, Mr. [redacted] alleges he has contacted the guard company, but stated they will only work with Vivint. Mr. [redacted] desires the refund of the false alarm fee.
Vivint maintains its stance in regards to Mr. [redacted]'s account. Vivint has reviewed the alarm in question multiple times and concluded Vivint followed its policy regarding this alarm. Vivint has no say over the policies the guard service has in place. Mr. [redacted] did call into Vivint Customer Care department on November 11, 2015 and was given a credit for $15.00, but Mr. [redacted] is responsible for the additional $20.00.
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 [redacted] - [redacted]
Sincerely,
Nathan B. [redacted]
Final Consumer Response /* (4200, 25, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will continue to look for a solution.

No, the service provided from Vivint is a full alarm system. The smoke detectors are only one part of the whole service, but one of the most important ones. The service and sensors in general have given me issues frquently, but the failure and poor installation of the smoke detectors was the las t straw and the reason we filed a complaint due to its seriousness. I've attached the contract. [redacted]

May 25, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: [redacted]
Complainant: Mr. [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] states that Vivint sales representative keep knocking at his, even though he has contacted Vivint and requested to be removed from Vivint sales list. Mr. [redacted] request for the sales representative stop knocking on his door.
The sales representatives in question are employed by [redacted], Inc. ("[redacted]"). Mr. [redacted]'s complaints have been reported to [redacted] regarding the Vivint dealers who knock at his door.
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

Complaint: [redacted]
I am rejecting this response because: This isn't the first time we've had problems with the Vivint sales people. They show up every spring in Saskatoon trying to sell alarm systems or other items door to door. Rude and hard to get rid of. I've contacted Vivint's head office who have stated that unless I can get the sales persons "badge number" there is nothing they can do. This time I asked for the badge number from the sales rep and was bluntly told that they don't give these out. Vivint has told us that without this badge number "they can't determine who has come to our door". Frankly, I don't think it would be that hard to find out what reps visted a certain neighborhood in our city at a certain time of day but have been told by Vivint that they can't even determine what reps were in our city or even what city in Canada they came from. I'm not buying it!! These people are paid by Vivint and Vivint ought to know when they are working and what they are doing. A response of "next time you get bothered you can do this" is unacceptable!!
Sincerely,
[redacted]

June 22, 2016
Revdex.com of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: [redacted]
Complainant: [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 his concerns. Because Mr. [redacted] is not a Vivint customer the options Vivint has are limited. However, Vivint has informed the Sales Manager in the area regarding this situation so it can be avoided. Mr. [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

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]

August 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, 2014 To Whom It May Concern:I have reviewed the information provided by Mr....

[redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the thermostat using batteries. Mr. [redacted] desires Vivint to install a thermostat that does not use batteries.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In the System Purchase and Service Agreement (“Agreement”) that Mr. [redacted] signed with Vivint on July 1, 2014 states in section 12 that “If the System included any wireless devices, you will replace the batteries as needed.” Despite that being the Agreement a Vivint technician went to Mr. [redacted]’s home to try and connect the thermostat to his home’s power on May 27, 2016. The technician was not able to connect the thermostat to the power due to the wire not having the correct voltage running through it. Because of this and in an effort to help Mr. [redacted] Vivint downgraded Mr. [redacted]’s system on May 27, 2016. From that date Mr. [redacted]’s thermostat has not been a part of the Vivint system in his home and Mr. [redacted]’s monthly payment was adjusted for that. Because of this the responsibility of installing a new thermostat is with the homeowner. However, in an effort to further assist Mr. [redacted] Vivint has sent him a check for $50 that Mr. [redacted] can use to help put a new thermostat on. Mr. [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