Initial Business Response / [redacted] (1000, 8, 2015/09/23) */ September 23, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 31, 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 himMr [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 departmentEvery 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 homeThe 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on July 31, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Mr***'s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Cancellation of Mr***'s account is not warranted at this time; however Vivint would like to assist Mr***Vivint has agreed to the cancellation of Mr***'s accountMr [redacted] no longer has any contractual obligation to VivintTo 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***
Complaint: [redacted] I am rejecting this response because: they did not tell me what they planned on doing about the situationThey have simply made the sales manager in the area aware of the situationI am currently talking with somebody in legal relationsIf I get an acceptable response from them I will accept this Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/16) */ January 16, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: May 23, 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 workMs [redacted] alleges that she has requested compensation from Vivint for the damage to her home, but Vivint has not contacted her to discuss this requestShe 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 reviewMs [redacted] contacted Vivint on December 3, and was advised that Vivint is awaiting insurance or invoice documentation to proceed in reviewing the request for compensationThis documentation may be emailed to: [redacted] @vivint.comI 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 $I have applied an additional free month of service to the account, for any inconvenienceThese credits will cover service fees for January and February 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 BW***
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 8, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: June 15, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] alleges her sales representative told her she would be able to cancel the account at any timeMs [redacted] desires the cancellation of her agreement without penalty Vivint's records indicate that prior to the installation of any equipment; Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation departmentEvery 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 homeThe 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on June 15, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Mr [redacted] representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Cancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account - currently $2,276.67, however Vivint will take 55% off the payoff amount, bringing it to $1,If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint's Customer Loyalty department at X-XXX-XXX-XXXX If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department - Legal Sincerely, Nathan BW***
July 7, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, To Whom It May Concern:In her rebuttal, Ms [redacted] states that never was given the opportunity to hear the Pre-install Survey phone call and that she was never given a copy of her System Purchase and Service Agreement (“Agreement”)She is requesting Vivint to send a copy of the recorded phone call and a copy of her Agreement as proof of being told she was entering into a month Agreement with Vivint A Vivint representative recently contacted Ms [redacted] to discuss her concerns with her and emailed her a copy of the recorded phone call and a copy of the AgreementVivint is offering to reduce Ms [redacted] ’s buyout by 40% if she wishes to cancel prematurely or she has been given the option to reduce her monthly payment by $If Ms [redacted] wishes to take advantage of any of these offers, she may contact Vivint’s representative directlyIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan BWilcox
April 10, [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s system has been downgraded and her monthly monitoring rate reduced to $An appointment for the system downgrade was scheduled for April 11, [redacted] Sincerely, Nathan BW***Chief Compliance Officer
July 13, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn 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 serviceMr [redacted] desires his Agreement cancelled and all monies paid to Vivint refundedVivint has cancelled Mr [redacted] ’s Agreement and issued a refund of $in the form of a checkVivint apologizes for any undue delay in this processMr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
[redacted] July 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he had issues with the installation that caused some damage to his homeMr [redacted] desires $600.A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records show that Mr [redacted] provided a quote for repairs on his home that totaled $Vivint will give Mr [redacted] $for the damage done to his home, but no other monies are warrantedMr [redacted] may contact Vivint’s representative directly if he has any questions or if he would like to move forward with this resolutionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
Complaint: [redacted] I am rejecting this response because: I stand by my argumentI am willing to pay $for that was the amount I was informed the take over would have cost.I would like all the conversations that were recorded between myself and the vivint representatives to be submitted as wellSince in those conversations I was told the account was dealt with Sincerely, [redacted]
August 1, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he has had issues with the thermostat using batteriesMr [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 concernsIn the System Purchase and Service Agreement (“Agreement”) that Mr [redacted] signed with Vivint on July 1, states in section 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, The technician was not able to connect the thermostat to the power due to the wire not having the correct voltage running through itBecause of this and in an effort to help Mr [redacted] Vivint downgraded Mr [redacted] ’s system on May 27, 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 thatBecause of this the responsibility of installing a new thermostat is with the homeownerHowever, in an effort to further assist Mr [redacted] Vivint has sent him a check for $that Mr [redacted] can use to help put a new thermostat onMr [redacted] may contact Vivint’s representative directly if he has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
June 23, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 23, To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respond In his complaint [redacted] states that he has received numerous and unwanted solicitation attempts from Vivint sales representatives [redacted] desires Vivint representatives to stop all solicitation attempts at his address Vivint has added [redacted] 's address to a "Do Not Visit" list [redacted] should not receive any further Vivint sales attempts at his homeShould [redacted] continue to receive solicitation attempts I would encourage him to email [email protected] so the appropriate action can be taken If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ February 23, Revdex.com of Central and Northern Alberta XXXXX XXX Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: June 12, 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 departmentEvery 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 homeThe 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on June 12, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint 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 equipmentHis reduced payoff amount would be $A representative has recently tried to reach out to Mr [redacted] and left his contact informationShould 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 / [redacted] (2000, 7, 2016/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: The signatures do not match as I did not sign, nor did I date any contract of such matterPlease provide the third party analysis and report for the signaturesJust saying they do not match is insufficient and completely unprofessionalIf this was done in-house, it seems like it was a conflict of interest.My lawyer has advised me to offer you a [redacted] offerYou will release me from any future charges and fees in return I will have release you from any damages, abuse, fraud, and negligence that has occurredYou have ten (10) days to respond from today's date of January 17th If Vivint does not accept this offer the offer shall automatically be revokedI am reserving the right to bring it to the courts attention in seeking additional costs and reimbursement in the event that this matter be resolved in court Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/08) */ April 8, Revdex.com of Central and Northern Alberta [redacted] RE: [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 serviceMr [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 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 accountAt the time of cancellation, Mr [redacted] 's account was past dueIn an effort to assist Mr [redacted] , Vivint will cover the total past due and closed the account with a zero balanceMr [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 / [redacted] (2000, 7, 2016/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 13, 2016/05/18) */ ***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 $that Vivint owes usAs our account is supposedly closed I would like them to send us a chequs for this amount and then stop sending any more statementsThanks Final Business Response / [redacted] (4000, 15, 2016/05/25) */ May 25, 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 accountMr [redacted] desires the refund of this credit As stated in Vivint's previous response, Mr [redacted] 's account was closed on April 8, 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 accountThe credit Mr [redacted] made reference to was attached to the process of zeroing out the balanceAs 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]
Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ September 21, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 11, Date of Addendum: May 15, 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 extensionMr [redacted] has recently moved and has been unable to cancel his account with VivintMr [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 serviceMr [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 equipmentBased upon this representation, Vivint offered a twenty-four (24) month extension to which Mr [redacted] agreedIndeed, 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 todayNo 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 requestMr [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 [redacted] W***
Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ February 22, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L 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 systemAfter this visit, she was credited for two months of serviceShould 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 issuesCancellation of Agreement without penalty would not be warrantedIf Mrs [redacted] would like to pay off her Agreement, the current amount would be $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 / [redacted] (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, to February 13, 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, 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, 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 # & 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 errorsOnce they have done this they may see more clearly to make restitution for their continued errors Final Business Response / [redacted] (4000, 9, 2016/03/08) */ March 8, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L 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 concernsVivint'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 / [redacted] (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, 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
February 15, [redacted] *** [redacted] *** RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: [redacted] To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that his account was to be cancelled in December of 2016; however, his account continues to be billedMr [redacted] requests cancellation of his account and a refund of his January payment Vivint has agreed to immediately cancel Mr [redacted] accountAdditionally, a refund of $has been issued to go back into Mr [redacted] checking account within 7-business daysVivint apologizes for any undue delay or inconvenience this may have causedMr [redacted] has no further obligation to vivint [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ September 2, Revdex.com of Canada 3400-St Edmonton, AB T5J 3S RE: Consumer Complaint Case #: Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] alleges the he is being sent for collections, but never signed an agreement with VivintMr [redacted] desires the removal of the account from collection Unfortunately, I am unable to find the Vivint account in question with the information given by Mr [redacted] I would advise Mr [redacted] to respond with the address of the premise where the alarm system is, or a phone number attached to the account, so that I may further review the situation If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Sincerely, Nathan BW [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response [redacted] provided me a copy of the contract # [redacted] This contract was filled out by [redacted] for the address of: [redacted] As mentioned this house was sold in December Final Business Response / [redacted] (4000, 12, 2015/09/25) */ September 2, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: Complainant: [redacted] Vivint Account #: Date of Agreement: May 30, 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 the he is being sent to collections, but never signed an agreement with VivintMr [redacted] desires the removal of the account from collection Vivint records indicate that Vivint stop receiving payment on Ms [redacted] 's account in March When automatic payments did not go through, Vivint began to send paper bills to the billing address listed on fileThe billing address was listed as Mr [redacted] 's, which included Mr [redacted] 's nameHowever, Mr [redacted] did not sign the Purchase and Services agreement with VivintAs such, Mr [redacted] does not have any contractual obligation to the accountVivint has made changes to remove Mr [redacted] from the account If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Sincerely, Nathan BW [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving this
November 23, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 1, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan BW***Chief Compliance Officer
Initial Business Response / [redacted] (1000, 14, 2015/10/12) */ October 12, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: August 22, 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 agreementMs [redacted] further alleges that Vivint took an additional payment after her request to cancel the accountMs [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 departmentEvery 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 homeThe 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on August 22, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Ms***'s representations to ensure that she understood her commitments to Vivint as outlined in the AgreementIn section of Ms***'s agreement with Vivint, it states that Ms [redacted] must give Vivint a thirty (30) day notice to cancel her agreementVivint's records indicate Ms [redacted] requested cancellation of her account on August 24, A refund of Ms***'s August payment is not warrantedHowever, 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 [redacted] W [redacted] Initial Consumer Rebuttal / [redacted] (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 years and the monitoring was on a monthly basis after the contract was upI was never told it required a day notice of cancelation even when I called and subsequently, sent in written notice to cancel at the end of August, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/09/23) */ September 23, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 31, 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 himMr [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 departmentEvery 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 homeThe 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on July 31, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Mr***'s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Cancellation of Mr***'s account is not warranted at this time; however Vivint would like to assist Mr***Vivint has agreed to the cancellation of Mr***'s accountMr [redacted] no longer has any contractual obligation to VivintTo 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***
Complaint: [redacted] I am rejecting this response because: they did not tell me what they planned on doing about the situationThey have simply made the sales manager in the area aware of the situationI am currently talking with somebody in legal relationsIf I get an acceptable response from them I will accept this Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/16) */ January 16, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: May 23, 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 workMs [redacted] alleges that she has requested compensation from Vivint for the damage to her home, but Vivint has not contacted her to discuss this requestShe 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 reviewMs [redacted] contacted Vivint on December 3, and was advised that Vivint is awaiting insurance or invoice documentation to proceed in reviewing the request for compensationThis documentation may be emailed to: [redacted] @vivint.comI 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 $I have applied an additional free month of service to the account, for any inconvenienceThese credits will cover service fees for January and February 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 BW***
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 8, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: June 15, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] alleges her sales representative told her she would be able to cancel the account at any timeMs [redacted] desires the cancellation of her agreement without penalty Vivint's records indicate that prior to the installation of any equipment; Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation departmentEvery 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 homeThe 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on June 15, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Mr [redacted] representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Cancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account - currently $2,276.67, however Vivint will take 55% off the payoff amount, bringing it to $1,If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint's Customer Loyalty department at X-XXX-XXX-XXXX If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department - Legal Sincerely, Nathan BW***
July 7, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, To Whom It May Concern:In her rebuttal, Ms [redacted] states that never was given the opportunity to hear the Pre-install Survey phone call and that she was never given a copy of her System Purchase and Service Agreement (“Agreement”)She is requesting Vivint to send a copy of the recorded phone call and a copy of her Agreement as proof of being told she was entering into a month Agreement with Vivint A Vivint representative recently contacted Ms [redacted] to discuss her concerns with her and emailed her a copy of the recorded phone call and a copy of the AgreementVivint is offering to reduce Ms [redacted] ’s buyout by 40% if she wishes to cancel prematurely or she has been given the option to reduce her monthly payment by $If Ms [redacted] wishes to take advantage of any of these offers, she may contact Vivint’s representative directlyIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan BWilcox
April 10, [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s system has been downgraded and her monthly monitoring rate reduced to $An appointment for the system downgrade was scheduled for April 11, [redacted] Sincerely, Nathan BW***Chief Compliance Officer
July 13, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn 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 serviceMr [redacted] desires his Agreement cancelled and all monies paid to Vivint refundedVivint has cancelled Mr [redacted] ’s Agreement and issued a refund of $in the form of a checkVivint apologizes for any undue delay in this processMr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
[redacted] July 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he had issues with the installation that caused some damage to his homeMr [redacted] desires $600.A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records show that Mr [redacted] provided a quote for repairs on his home that totaled $Vivint will give Mr [redacted] $for the damage done to his home, but no other monies are warrantedMr [redacted] may contact Vivint’s representative directly if he has any questions or if he would like to move forward with this resolutionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
Complaint: [redacted] I am rejecting this response because: I stand by my argumentI am willing to pay $for that was the amount I was informed the take over would have cost.I would like all the conversations that were recorded between myself and the vivint representatives to be submitted as wellSince in those conversations I was told the account was dealt with Sincerely, [redacted]
August 1, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he has had issues with the thermostat using batteriesMr [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 concernsIn the System Purchase and Service Agreement (“Agreement”) that Mr [redacted] signed with Vivint on July 1, states in section 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, The technician was not able to connect the thermostat to the power due to the wire not having the correct voltage running through itBecause of this and in an effort to help Mr [redacted] Vivint downgraded Mr [redacted] ’s system on May 27, 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 thatBecause of this the responsibility of installing a new thermostat is with the homeownerHowever, in an effort to further assist Mr [redacted] Vivint has sent him a check for $that Mr [redacted] can use to help put a new thermostat onMr [redacted] may contact Vivint’s representative directly if he has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
June 23, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 23, To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respond In his complaint [redacted] states that he has received numerous and unwanted solicitation attempts from Vivint sales representatives [redacted] desires Vivint representatives to stop all solicitation attempts at his address Vivint has added [redacted] 's address to a "Do Not Visit" list [redacted] should not receive any further Vivint sales attempts at his homeShould [redacted] continue to receive solicitation attempts I would encourage him to email [email protected] so the appropriate action can be taken If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ February 23, Revdex.com of Central and Northern Alberta XXXXX XXX Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: June 12, 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 departmentEvery 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 homeThe 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on June 12, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint 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 equipmentHis reduced payoff amount would be $A representative has recently tried to reach out to Mr [redacted] and left his contact informationShould 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 / [redacted] (2000, 7, 2016/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: The signatures do not match as I did not sign, nor did I date any contract of such matterPlease provide the third party analysis and report for the signaturesJust saying they do not match is insufficient and completely unprofessionalIf this was done in-house, it seems like it was a conflict of interest.My lawyer has advised me to offer you a [redacted] offerYou will release me from any future charges and fees in return I will have release you from any damages, abuse, fraud, and negligence that has occurredYou have ten (10) days to respond from today's date of January 17th If Vivint does not accept this offer the offer shall automatically be revokedI am reserving the right to bring it to the courts attention in seeking additional costs and reimbursement in the event that this matter be resolved in court Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/08) */ April 8, Revdex.com of Central and Northern Alberta [redacted] RE: [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 serviceMr [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 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 accountAt the time of cancellation, Mr [redacted] 's account was past dueIn an effort to assist Mr [redacted] , Vivint will cover the total past due and closed the account with a zero balanceMr [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 / [redacted] (2000, 7, 2016/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 13, 2016/05/18) */ ***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 $that Vivint owes usAs our account is supposedly closed I would like them to send us a chequs for this amount and then stop sending any more statementsThanks Final Business Response / [redacted] (4000, 15, 2016/05/25) */ May 25, 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 accountMr [redacted] desires the refund of this credit As stated in Vivint's previous response, Mr [redacted] 's account was closed on April 8, 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 accountThe credit Mr [redacted] made reference to was attached to the process of zeroing out the balanceAs 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]
Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ September 21, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 11, Date of Addendum: May 15, 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 extensionMr [redacted] has recently moved and has been unable to cancel his account with VivintMr [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 serviceMr [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 equipmentBased upon this representation, Vivint offered a twenty-four (24) month extension to which Mr [redacted] agreedIndeed, 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 todayNo 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 requestMr [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 [redacted] W***
Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ February 22, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L 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 systemAfter this visit, she was credited for two months of serviceShould 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 issuesCancellation of Agreement without penalty would not be warrantedIf Mrs [redacted] would like to pay off her Agreement, the current amount would be $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 / [redacted] (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, to February 13, 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, 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, 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 # & 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 errorsOnce they have done this they may see more clearly to make restitution for their continued errors Final Business Response / [redacted] (4000, 9, 2016/03/08) */ March 8, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L 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 concernsVivint'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 / [redacted] (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, 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
February 15, [redacted] *** [redacted] *** RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: [redacted] To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that his account was to be cancelled in December of 2016; however, his account continues to be billedMr [redacted] requests cancellation of his account and a refund of his January payment Vivint has agreed to immediately cancel Mr [redacted] accountAdditionally, a refund of $has been issued to go back into Mr [redacted] checking account within 7-business daysVivint apologizes for any undue delay or inconvenience this may have causedMr [redacted] has no further obligation to vivint [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ September 2, Revdex.com of Canada 3400-St Edmonton, AB T5J 3S RE: Consumer Complaint Case #: Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] alleges the he is being sent for collections, but never signed an agreement with VivintMr [redacted] desires the removal of the account from collection Unfortunately, I am unable to find the Vivint account in question with the information given by Mr [redacted] I would advise Mr [redacted] to respond with the address of the premise where the alarm system is, or a phone number attached to the account, so that I may further review the situation If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Sincerely, Nathan BW [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response [redacted] provided me a copy of the contract # [redacted] This contract was filled out by [redacted] for the address of: [redacted] As mentioned this house was sold in December Final Business Response / [redacted] (4000, 12, 2015/09/25) */ September 2, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: Complainant: [redacted] Vivint Account #: Date of Agreement: May 30, 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 the he is being sent to collections, but never signed an agreement with VivintMr [redacted] desires the removal of the account from collection Vivint records indicate that Vivint stop receiving payment on Ms [redacted] 's account in March When automatic payments did not go through, Vivint began to send paper bills to the billing address listed on fileThe billing address was listed as Mr [redacted] 's, which included Mr [redacted] 's nameHowever, Mr [redacted] did not sign the Purchase and Services agreement with VivintAs such, Mr [redacted] does not have any contractual obligation to the accountVivint has made changes to remove Mr [redacted] from the account If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Sincerely, Nathan BW [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving this
November 23, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 1, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan BW***Chief Compliance Officer
Initial Business Response / [redacted] (1000, 14, 2015/10/12) */ October 12, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: August 22, 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 agreementMs [redacted] further alleges that Vivint took an additional payment after her request to cancel the accountMs [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 departmentEvery 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 homeThe 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on August 22, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Ms***'s representations to ensure that she understood her commitments to Vivint as outlined in the AgreementIn section of Ms***'s agreement with Vivint, it states that Ms [redacted] must give Vivint a thirty (30) day notice to cancel her agreementVivint's records indicate Ms [redacted] requested cancellation of her account on August 24, A refund of Ms***'s August payment is not warrantedHowever, 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 [redacted] W [redacted] Initial Consumer Rebuttal / [redacted] (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 years and the monitoring was on a monthly basis after the contract was upI was never told it required a day notice of cancelation even when I called and subsequently, sent in written notice to cancel at the end of August, [redacted]