Vivint Canada Inc

Complaint: 12181046
I am rejecting this response because:- test mode only tests the system, not disables the system as we had full control of the system and was alerted a number of times throughout October and November.  - Vivint failed to provide any monitoring or security services.  We provided logs of the original break in's during that time in our follow up to Revdex.com as there we no less than 7 attempts to occupy the property by unknown persons.  - We also attach all alarm activity sent to my email that started in late September of 2016.  Vivint doesn't even acknowledge these events?  So they then obviously by association admit they were never monitoring either, those all monitoring fees should be refunded.- Mr [redacted] is noone's property manager - Vivint's story continues to change from him being Mr. [redacted] property manager.- the home was not vacant. We have the utility bills to prove it if required- Mr. [redacted] never owned the property.  Mr. [redacted] also provided in late January (some four months later) to Vivint a copy of his tax assessment indicating Mr [redacted] as owner.  Home is not foreclose if Mr [redacted] still had a tax assessment issued to him months later!- Vivint had the opportunity to file an insurance claim for their losses and declined the opportunity. We request a full refund of all monitoring fees since Vivint obviously was not monitoring the system, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
Sincerely,
[redacted]

June 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: 12150992  Complainant: Marcie Peterson Vivint Account #: 4029430 Date of Agreement: October 17, 2014           To Whom It May Concern:I have reviewed the information provided by Ms. Peterson and appreciate the opportunity to respond. On October 20, 2016 Ms. Peterson called into Vivint to place her Vivint security system on test mode for seven (7) days. When a system is placed on test mode, the user is unable to arm and disarm the security system. Ms. Peterson called into Vivint again on October 29, 2016 to put her Vivint security system on test mode for an additional seven (7) days.On January 4, 2016 an individual called into Vivint introducing himself as the property manager, Laird McKillop. Mr. McKillop asked a Vivint representative to power down  Ms. Peterson’s system until the property was sold. Vivint did not turn off Ms. Peterson’s Vivint security system.Vivint’s records indicate that on November 4, 2016, Mr. McKillop called into Vivint to request Peterson’s system be turned off due to the house being vacant. A Vivint representative informed Mr. McKillop that he would need to submit paper work proving that the home is vacant and that he owns the home, in order for Vivint to power down Ms. Peterson’s system.On October 21, 2016 Mr. McKillop, called into Vivint and stated that property 55 Willow Way NW was in the process of being foreclosed and that Ms. Peterson had been evicted. Vivint informed Mr. McKillop 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 information. Vivint additionally told Mr. McKillop, 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 property. Mr. McKillop has yet to provide this paperwork. Mr. McKillop informed Vivint that since we would not disable Ms. Peterson’s system, he would turn off the power sources in the home.On November 29, 2016 there was a break in at property 55 Willow Way NW. Since the property manager, Mr. McKillop turned off the power in the home. Vivint sent an email to Ms. Peterson following up with the alarm that went off. Cancellation of Ms. Peterson’s agreement without penalty is not warranted at this time. Should Ms. Peterson’s wish to cancel her agreement prematurely, her payoff amount would be $699.99; however, in an effort to assist Ms. Peterson, Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $174.98. If Ms. Peterson wishes to take advantage of this 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan B. WilcoxChief Compliance Officer

I did receive the cheque 3 weeks after and it has been deposited. [redacted] They told me that they couldn't refund my money back to the credit card because it was no longer on file. When I spoke with some one on the 26th they told me they can refund money to the credit card on file in 3 to 5 days. [redacted]
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[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]

August 25, 2016       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: June 6, 2014                                                                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 has been experiencing technical issues with her system. Ms. [redacted] requests down-time credit and cancellation of her account.   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that at technician went to her home on August 19th at no charge. The technician fixed the Wi-Fi connection to her system and updated her panel.   In an effort to assist, Ms. [redacted], Vivint has agreed to refund her two months of service. She will receive the refund of $146.98 within 7-10 business days in her checking account. If this does not resolve Ms. [redacted]’s concerns, she may respond to the email that was sent to her from a representative from the legal department so that she may be directly assisted.   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, 8, 2015/11/03) */
November 2, 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 10, 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 that she was not informed to send in a notice of cancellation to cancel her Agreement. Ms. [redacted] desires a refund since June of 2010.
Vivint's records indicate that Ms. [redacted] called into Vivint to inform us that she no longer wanted the system on June 10, 2015. Ms. [redacted] was informed to send in her notice of cancellation at that time. Vivint does require a written notice of cancellation in order to process an account for cancellation. If Ms. [redacted] desires she may call into Vivint to review this recorded phone call. A refund for monies paid to Vivint 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 [redacted] - [redacted]
Sincerely,
Nathan B. W[redacted]

September 28, 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: August 10, 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] states that she did not receive all the equipment that was promised to her and that she did not know that her System Purchase and Services Agreement (“Agreement”) had a term length of sixty (60) months. Ms. [redacted] desires cancellation without penalty. Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty provided Vivint can remove the security equipment from her home and Ms. [redacted] pays her past due balance of $351.41. A representative will reach out to Ms. [redacted] within forty-eight (48) hours to schedule an appointment to have her system removed.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 10, 2015.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 plus any applicable taxes 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 further indicate that following the installation of the equipment, Ms. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Ms. [redacted] completed the required Post-Installation Survey on August 10, 2015. During the recorded Post-Installation Survey, Ms. [redacted] represented that she was satisfied with the installation of her system. Vivint has also confirmed that all the equipment that was written on Ms. [redacted]’s Schedule of Equipment and Services paperwork was installed in her home.  Nevertheless, Vivint agrees to the above resolution. 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, 2015/10/12) */
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: June 12, 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 promised him a thirty (30) day cancellation period. Mr. [redacted] desires cancellation 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 12, 2015.
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 $69.99 plus any applicable taxes 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.
Never the less, Vivint will agree to cancel Mr. [redacted] Agreement provided Vivint can remove the security equipment from his home. If Mr. [redacted] desires to take advantage of this offer he may call into Vivint to schedule a time for the system removal.
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]
Sincerely,
Nathan *. W[redacted]

Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 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 Mrs. [redacted] and appreciate the opportunity to respond.
Mrs. [redacted] alleges that she has equipment failure with her door lock, had installation issues, and did not receive her payoff amount for her System Purchase and Services Agreement ("Agreement"). Mrs. [redacted] desires cancellation of her Vivint Inc. ("Vivint") Agreement without penalty.
Vivint's records indicate Mrs. [redacted] had a technician visit on July 28, 2014, in order to resolve any complications with her system. After this visit, she was credited for two months of service. Should Mrs. [redacted] have damages from her installation that she has not reported, I would advise her to call Customer Care at [redacted] and file a Home Damage Claim.
Vivint would like to ensure that Mrs. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge if she continues to have any equipment issues. Cancellation of Agreement without penalty would not be warranted. If Mrs. [redacted] would like to pay off her Agreement, the current amount would be $2495.61. Should Mrs. [redacted] still be experiencing complications with her equipment, I would advise her to call Customer Care at [redacted], and schedule this appointment.
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, 2016/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not prepared to accept the response that Vivint has sent for a couple of reasons.
Firstly, Vivint has not acknowledged their ongoing error in that they have not had my address correct in their system from May 27, 2014 to February 13, 2016 and maybe even longer now, as mentioned in my initial complaint.

Secondly, Vivint states in their reply that they had a technician out on July 28, 2014 in order to resolve any complications with my system, is just another Vivint error.
Vivint did not make any arrangements with me to come to my home on July 28, 2014, I was not even in Edmonton during that time. [redacted]
To make a long story short Vivint was scheduled to preform a move for another one of their clients on this day, but because they had our accounts entered in their system incorrectly they came to my house to do the equipment move rather than the other peoples house, thus no resolve with my equipment(as I was not home) and the people that had booked the move did not get their equipment moved either.
I did speak with the people at the other address and they can confirm this to be a true account of what happened on July 28, 2014.
The people at this address also gave me a letter from Vivint that has my name on it and their address.
It would seem that Vivint has data entry issues as well as reporting issues.
As Also mentioned in my initial complaint, I don't feel that Vivint has held up their end of the agreement (Items # 7 & 8) and by not having my address entered into their system correctly there is no way that they could have sent the authorities to my home should an emergency have happened.
I have made every effort to have their errors corrected but to no avail.
I feel that it is time that Vivint pull their heads out of the sand for a moment and acknowledge their continued errors. Once they have done this they may see more clearly to make restitution for their continued errors.

Final Business Response /* (4000, 9, 2016/03/08) */
March 8, 2016
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer [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. Vivint's records indicate that a resolution has been agreed upon between Ms. [redacted] and Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted]
Sincerely,
Nathan [redacted]
Final Consumer Response /* (2000, 11, 2016/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I did accept the proposed resolution from Vivint, as in that the Agreement with Vivint would be cancelled without penalty after the system had been removed.
Two Vivint installers removed the equipment on Friday March 11, 2016 and confirmed that they had everything upon leaving my home.
This should conclude my involvement with Vivint.
I would like to thank the Revdex.com for their assistance in this matter

Initial Business Response /* (1000, 5, 2015/04/29) */
April 29, 2015
[redacted]
RE: Consumer Complaint Case #: [redacted]
Complainant: [redacted]
Vivint Account #: [redacted]
Date of Agreement:...

June 29, 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 representative regarding contract terms, and now is unable to cancel his agreement. Mr. [redacted] further alleges that he had equipment issues and that Vivint did not send a Field Service Professional to his home. Mr. [redacted] desires cancellation of the Agreement 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 June 29, 2013.
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 $68.99 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] representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Ms. [redacted] last notified Vivint of equipment complications in October 2013, and replacement equipment was sent to the premise. A service appointment was not requested by the customer at that time.
Cancellation of Ms. [redacted] agreement without penalty is not warranted at this time. A representative from Vivint has contacted Mr. [redacted] in an effort to resolve these concerns. As Mr. [redacted] wishes to cancel the Agreement prematurely, Vivint is willing to lower the payoff amount by 62%, and Mr. [redacted] has agreed to send payment to Vivint in the amount of $1,000.00, to fulfill this agreement. A written confirmation of this settlement has been mailed to Mr. [redacted], and upon receipt of the payment, Vivint will cancel Ms. [redacted] account, and she will have no further obligation to Vivint.
[redacted]
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/06) */
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 11, 2010

...


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] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 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:...

June 30, 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 equipment complications since the installation of his system that have not been resolved. Mr. [redacted] further alleges that he is unable to use his telephone anymore to troubleshoot, that he does not have internet, and is unable to afford the system. Mr. [redacted] desires cancellation of his agreement without penalty and removal of the system from his home.
In an effort to assist Mr. [redacted] at this time, Vivint will agree to cancel his Agreement without penalty and waive the past due balance on the account. Mr. [redacted] has no further contractual obligation to Vivint and will not be billed further. If Mr. [redacted] would like to schedule an appointment for the removal of equipment from his home, he may contact Vivint at X-XXX-XXX-XXXX at his convenience.
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 Business Response /* (1000, 5, 2015/09/21) */
September 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 11, 2011
Date of Addendum: May 15, 2014

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 fulfilled the initial forty-eight (48) month term of his Agreement with Vivint, and then verbally agreed to a twenty-four (24) month extension. Mr. [redacted] has recently moved and has been unable to cancel his account with Vivint. Mr. [redacted] desires cancellation of his agreement without penalty.
Vivint's records show that on May 15, 2014, Vivint spoke with Mr. [redacted] regarding his alarm service. Mr. [redacted] represented that he was satisfied with Vivint's services and that he was interested in extending the term of his agreement in order to keep his monthly rate and the warranty on his equipment. Based upon this representation, Vivint offered a twenty-four (24) month extension to which Mr. [redacted] agreed. Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:
You understand that this call is being recorded, and you agree to extend the term of your agreement twenty-four months from today. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.
At this time, to assist Mr. [redacted], Vivint will cancel his account without penalty, per his request. 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: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted]
Sincerely,
Nathan * W[redacted]

September 20, 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 Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that she has received numerous unwanted solicitation attempts by Vivint sales representatives. Ms. [redacted] desires the solicitation attempts to stop. Vivint has notified the sales managers in her area to add her address to a “Do Not Visit” list. Ms. [redacted] should not receive any further attempts to solicit a security system to her by Vivint. Vivint apologizes for any frustration this matter may have caused. 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 9, 2017[redacted] RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, 2017To 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 has been experiencing issues with his equipment and that Vivint has failed to provide an appointment to address his concerns. As such, he is requesting immediate cancellation without penalty. At this time, Vivint is willing to offer a month of free service in order to compensate for any inconveniences that Mr. [redacted] has encountered. Vivint’s records show that on May 26, 2017, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months. By signing this Agreement, Mr. [redacted] represented that he understood and accepted all terms of the contract. This includes Vivint’s disclaimer that the operation of the equipment is not under warranty and that Vivint will provide service as soon as possible, within business hours. Vivint’s records further indicate that an appointment to address Mr. [redacted]’s equipment concerns was completed on July 28, 2017.In resolution to this matter, Vivint agrees to the above offer. A free month of service has been credited to his account. [redacted]
Sincerely, Nathan B. W[redacted]Chief Compliance Officer

August 2, 2017[redacted]
[redacted]
[redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [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 he moved into a home which contains a Vivint security system and that he has been unable to obtain a service visit from Vivint to remove the system. Mr. [redacted] requests instructions for the removal of the security system.Due to the lifesaving nature of the security system at the address in question Vivint requires additional verification before providing the requested information to Mr. [redacted]. Mr. [redacted] must provide proof that he owns the home where the system is located, he may email these proof of ownership documents to a Vivint representative at [redacted]@vivint.com. Once these documents have been received a representative will contact Mr. [redacted] with further instructions to disable the security system.[redacted] [redacted] Sincerely, Nathan B. W[redacted]

Initial Business Response /* (1000, 8, 2015/09/23) */
September 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 31, 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 contacted his sales representative during his cancellation period, but was unable to reach him. Mr. [redacted] desires the cancellation of the account without penalty, and the equipment to be pulled from his home.
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 July 31, 2015.
During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $59.99 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.
Cancellation of Mr. [redacted]'s account is not warranted at this time; however Vivint would like to assist Mr. [redacted]. Vivint has agreed to the cancellation of Mr. [redacted]'s account. Mr. [redacted] no longer has any contractual obligation to Vivint. To setup a system pull, Mr. [redacted] may contact Vivint's customer Loyalty department at [redacted]. Once Vivint retrieves their equipment, Vivint will refund Mr. [redacted] his payments made 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 *. W[redacted]

Initial Business Response /* (1000, 5, 2015/05/05) */
May 5, 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 30,...

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] alleges that she has had equipment complications since the installation of her system that have not been resolved. Ms. [redacted] further alleges that she has attempted to cancel her account because she cannot use her system as intended, but that Vivint has not agreed to cancel the account. Ms. [redacted] desires cancellation of her agreement without penalty, and removal of Vivint's equipment from her home.
Vivint's records show that Ms. [redacted]'s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. A representative from Vivint has contacted Ms. [redacted], in an effort to resolve these concerns. An appointment has been scheduled for the removal of Vivint's equipment on May 14, 2015.
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,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 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 6, 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 was misled by Vivint's sales representative regarding her Right of Rescission period and free months of service. Ms. [redacted] further alleges that payments have been automatically deducted from her bank account by Vivint in different amounts. Ms. [redacted] desires cancellation of her Agreement without penalty, removal of Vivint's equipment from her home, and a refund of all monies paid to Vivint.
Vivint's records indicate that on August 6, 2015, Ms. [redacted] signed a Purchase and Services Agreement, representing that she agreed to an initial term of sixty (60) months of service, and a monthly fee of $59.99, plus any applicable taxes, during this term. The Agreement states that Ms. [redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.4). Further, the Agreement indicates that Ms. [redacted] has a right to cancel the contract within the first ten (10) days after receiving a copy of the contract (Section 24). Ms. [redacted] completed a telephonic Pre-Installation Survey with a Vivint representative prior to installation of the system, wherein she represented that her sales representative made no promises that were not written on this Agreement. Following the installation, she completed a Post-Installation Survey, representing that her Agreement had been explained to her.
Cancellation of the Agreement without penalty is not warranted at this time. Vivint has applied three (3) months credit to Ms. [redacted]'s account, for the alleged promise at the time of sale. To assist Ms. [redacted] further, Vivint will reduce her monthly monitoring rate by 25%. Instead of $59.99, Ms. [redacted] will now be charged $44.99 each month for service. Should Ms. [redacted] wish to cancel her Agreement prematurely, this will also reduce her payoff amount by 25%.
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 /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again when I signed the contract I had the Winnipeg Manager here, and he promised me 2 months free to start and the next month Vivant took money from my account in one amount, within the first 2 weeks, I had nothing but issues with my alarm system, and called and spoke to someone in the United States who informed me that NO ONE could come in the evening or weekend and told me I had to take a day off for them to fix it. I then contacted the Winnipeg Area Manager, who came out and fixed it and promised me another month free, and again Vivant continued to take payments out of my account of different amounts. January of this year, they took almost 135 dollars out which DOES NOT make 1 month payment.
I also just bought a house and after reading the website, yes I had to read what was on it, Vivant wants to charge a $100.00 fee to move the system AGAIN WHICH I WAS NEVER told..........
Therefore they broke the contract when they took a dime before they were allowed, and continue to take it.....
I have been deceived by this contract as the others have been that were in the law suits that I can provide the cases for. I want this out of my house and my account closed. At this point I don't even care if I get a dime back, I just want this system gone and my account fully closed with no further contact from them EVER!
Final Business Response /* (4000, 9, 2016/02/05) */
February 5, 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 6, 2015

To Whom It May Concern:
In her rebuttal, Ms. [redacted] alleges that she was promised a total of three (3) free months of service at the time she was sold the Vivint system, and that she was unable to get an evening or weekend appointment for service when needed. Ms. [redacted] further alleges that Vivint recently took $135.00 from her account, and that she is not satisfied with Vivint's fee to move a system. Ms. [redacted] desires cancellation of her Agreement without penalty and removal of Vivint's equipment from her home.
Vivint maintains its position that Ms. [redacted]'s signed Agreement states that she authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.4). As such, Vivint has not breached the contract. The January 6, 2016 charge of $135.58 represents monthly monitoring fees for December 2015 and January 2016, as no payment was made in December. Vivint has recently applied three (3) months credit to Ms. [redacted]'s account, for the alleged promises at the time of sale.
Pursuant to the signed Agreement, cancellation without penalty is not warranted at this time. In an effort to resolve this matter, Vivint has reduced Ms. [redacted]'s monthly monitoring rate by 25%. In the event of a move, Vivint generally offers to waive its move fee if a customer renews the term of their Agreement. This option is available to Ms. [redacted], and she may contact Vivint's Customer Loyalty department at X-XXX-XXX-XXXX to further discuss her move options.
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]
Final Consumer Response /* (4200, 11, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated from the beginning, [redacted] I was guaranteed certain things and obviously finding out several months later that firstly the manager that worked in Winnipeg no longer works for them, [redacted] I was promised no payments and payments were taken, the payments that were taken were NOT even the proper payments, they varied EVERY MONTH and then right after Christmas to find out they took 135 dollar from my account [redacted].
My contract was breached the minute they went into my bank account without permission and took the first payment when I was guaranteed by their Winnipeg Manager (again who no longer works there) as their Service people have told me and his cell number that he gave me is cut off, therefore this is NOT acceptable, [redacted], and they didn't tell me all the extra information that you don't find out for months.
I want this system gone.

August 2, 2017[redacted]
[redacted]
RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: June 24, 2017           To Whom It...

May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. Moore’s complaint he explained that he has not yet received his refund from cancelling his account. As such, Mr. [redacted] requests that his refund be sent to him.A representative from Vivint has recently contacted Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. A refund was sent to Mr. [redacted] on July 3, 2017. Mr. [redacted] may contact the representative who reached out to him directly if he has any questions or if there are issues with the check.[redacted] Sincerely, Nathan B. W[redacted]Chief Compliance Officer

Initial Business Response /* (1000, 5, 2015/12/04) */
December 4, 2015
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Consumer Complaint Case #: XXXXXXX
Complainant: [redacted]
Vivint Account #: XXXXXX
Date of...

Agreement: August 4, 2011


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 cancelled, but he was confused by the process to do so once his initial term had expired. Mr. [redacted] desires the cancellation of account, and a confirmation of this.
Vivint records indicate, Mr. [redacted] signed a Purchase and Services Agreement on August 1, 2011. In section 2.4 of Mr. [redacted]'s agreement listed as Term for Services, it states:
The original term of this agreement begins on the day this agreement is signed and continues for the minimum contract term. The service fee is payable in advance and the first payment is due when the equipment is installed and operational. Agreement for service is for the Minimum Contract Term, which shall continue month to month thereafter. Following 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 other party. If terminated, This Agreement ends on the last day of the thirty (30) days' notice period.
After further review, Vivint's records indicate that Mr. [redacted]'s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. A representative from Vivint has recently attempted contacted Mr. [redacted], in an effort to resolves his concerns. If Mr. [redacted], has any addition concerns he may contact the representative directly.
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]