Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ April 1, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L [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] explains that he has been experiencing technical issues with his systemMr [redacted] desires the cancellation of the account without penalty At this time, Vivint has agreed to cancel Mr [redacted] 's account and waive the overdue amount 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 May 31, 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 term, plus any applicable taxesFurther, 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 Despite the information above and considering that Vivint has attempted to fix the technical issues numerous times, 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] Sincerely, Nathan [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They agreed to drop any outstanding dollars and agreed to end contractThank you Revdex.com
Complaint: [redacted] I am rejecting this response because:While I am very happy with this response and that I do not owe anything to VivintI want to ensure that they contact the collection company they sold this contract to and ensure that my name is removed there as wellAs this never should have gone to collections in my name to begin withThank you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:During my initial call to Vivint, I offered to provide the exact information they are now requesting and I was rudely rejected As they were not forthcoming with assistance, I no longer require anything from them Sincerely, [redacted]
December 19, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0LRE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 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] explains that he signed up for a month-to-month service with VivintHe further explains that he did not authorize the installation of the equipment in his homeMr [redacted] requests cancellation of his account Cancellation without penalty is not warranted 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on May 19, 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 $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 Additionally, Mr [redacted] signed the System Purchase and Services Agreement (“Agreement”) on May 19, Upon signing the Agreement, Mr [redacted] agreed to all terms of the AgreementBy signing the Agreement, he acknowledged and agreed to section which specifically authorizes the installation of the equipment: You will permit us to install the system during our business hours, in such location(s) and such a manner as to fully comply with applicable state laws and regulations, and you will give us uninterrupted access to your premisesYou have approved the locations where the control panel, energy management devices, audible devices and all protective devices will be installed, which may replace your existing devices Should Mr [redacted] still wish to cancel his agreement prematurely, his payoff amount would be $2,869.59; however, in an effort to assist Mr [redacted] , Vivint is willing to reduce his payoff amount by 20%, bringing the total payoff amount to $2, If Mr [redacted] would like to take advantage of this offer, he may contact [email protected] 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, Nathan B [redacted] Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I really appreciate your understanding and am happy that you have placed us on the do not visit list.As I told all of your representatitives, we will contact you when we are ready for a security system Thank you so much! Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This isn't the first time we've had problems with the Vivint sales peopleThey show up every spring in Saskatoon trying to sell alarm systems or other items door to doorRude and hard to get rid ofI've contacted Vivint's head office who have stated that unless I can get the sales persons "badge number" there is nothing they can doThis time I asked for the badge number from the sales rep and was bluntly told that they don't give these outVivint has told us that without this badge number "they can't determine who has come to our door"Frankly, I don't think it would be that hard to find out what reps visted a certain neighborhood in our city at a certain time of day but have been told by Vivint that they can't even determine what reps were in our city or even what city in Canada they came fromI'm not buying it!! These people are paid by Vivint and Vivint ought to know when they are working and what they are doingA response of "next time you get bothered you can do this" is unacceptable!! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: every month since Mar they keep trying to take ??? from my account contract was cancelled on June 7th 2016.Please stop monthly payment Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ January 11, 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 4, 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 concernsVivint's records indicate that this matter has been resolved to Mrs [redacted] 's satisfaction If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Sincerely, Nathan BW [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) A man from Vivint Alarm telephoned us and apologized for the inconvenience that was caused to us I accepted the apology as he said he would be calling off the collection agencyIf that does not happen I will call him about it Just wish we had not incurred the expense of changing bank accounts to stop them taking our money from the accountNow just happy to be rid of them for ever (I hope) Thank you Revdex.com for your helpIt has taken a load of worry from our lives
Complaint: [redacted] I am rejecting this response because: We cannot come to an agreementAny further communication from Vivant or it's representatives will be considered harassmentPlease direct any future communications to my Lawyer Sincerely, [redacted]
February 28, [redacted] [redacted] ***RE: [redacted] [redacted] *** 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 was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreement Mr [redacted] desires cancellation of the Agreement without penaltyIn October of Mr [redacted] was billed $156.87, $of this amount was invoiced as an Activation Fee for the installation of his systemThe System Purchase and Service Agreement (“Agreement”) which Mr [redacted] signed shows that this fee was to be waivedUpon learning of this error every effort has been made to correct the issueA refund of $has been issued to MrParlee A Vivint representative has also contacted Mr [redacted] and agreed to reduce his bill by $for the remaining seventeen (17) months of his agreementMr [redacted] has agreed to this resolution[redacted] Sincerely, Nathan BW***Chief Compliance Officer
August 8, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 5, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she moved in August and scheduled an appointment for installation of a system in her new home, but that Vivint’s technician never arrived Ms [redacted] further states that Vivint has not contacted her for the past year but she was recently contacted by collections for a debt owed to Vivint for the past year of service Ms [redacted] desires to not be responsible for the past year of service charges on her Vivint account.A representative from Vivint has contacted Ms [redacted] via email in an effort to resolve this matter At this time, Vivint has waived the past due balance on Ms***’s account and has removed her from collections Vivint is also willing to waive the move fee for activation of a system at Ms***’s new home provided she has her alarm panel Ms [redacted] may contact Vivint’s Customer Loyalty/Moves team at 1-800-216-to schedule this appointmentMonthly service fees will resume as of August 25, 2016.Ms [redacted] signed a System Monitoring and Services Agreement (“Agreement”) on June 29, with an initial term of sixty (60) months and a monthly services fee of $plus any applicable taxes during that term Vivint’s records show that an appointment was scheduled to move Ms***’s system on August 15, On that date, Vivint’s technician was unable to reach Ms [redacted] by phone or at the new home Ms [redacted] stopped making her monthly payments after November 25, 2015, and the account was transferred to an outside collections agency after days of non-payment Despite this information, Vivint agrees to the above resolution Ms [redacted] may contact Vivint’s representative directly if she has any further questions or concerns regarding this matter.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
October 10, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfaction [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer
August 16, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 11, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] explains that she has experienced equipment problems with her systemMs [redacted] requests cancellation of her account At this time, Vivint is willing to cancel Ms [redacted] ’s account without penalty However, it should be noted 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on September 11, 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 $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 Despite the information mentioned, Ms [redacted] has no further obligation to Vivint [redacted] [redacted] Nathan BW [redacted] Chief Compliance Officer
November 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, To Whom It May Concern: I have reviewed the response by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s response she explains that she has not yet received the refund that was sent to herMs [redacted] requests two months payment refunded back to herVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionA refund of $was issues on November 14, and it can take up to ten days for the refund to process through Ms [redacted] ’s bankMs [redacted] may contact the Vivint representative who reached out to her previously if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan BW***Chief Compliance Officer
I did receive the cheque 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 fileWhen I spoke with some one on the 26th they told me they can refund money to the credit card on file in to days [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] ***
February, [redacted] [redacted] [redacted] [redacted] To Whom It May Concern:I have reviewed the information provided by MsMorris and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has been experiencing service issues beginning the day the service was first installed which she has attempted to resolve with technician visitsMs [redacted] would like to have the system removed from her home with no further penalty.Although cancellation is not warranted as Vivint technicians have confirmed that the equipment is functioning, if she agrees to the removal of the system Vivint will cancel Ms [redacted] ’ account with no further penalties.A representative from Vivint has contacted Ms [redacted] by email, in an effort to arrange for the removal of the equipmentMs [redacted] ’ account with Vivint will be cancelled once the equipment has been removedShe will have no further obligation to Vivint[redacted] Sincerely, Nathan BW***Chief Compliance Officerre
July 26, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint has placed Mr [redacted] ’s address on a ‘do not contact’ listVivint will no longer contact Mr [redacted] 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]
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ January 27, 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 13, To Whom It May Concern: I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respond In her complaint, Mrs [redacted] alleges that she was promised that her move fee of $and a monthly fee of $were to be waived due to the amount of time it took to relocate her servicesMrs [redacted] desires cancellation without penalty Vivint's records indicate that a refund in the amount of $is being sent back to the credit card on fileCancellation would not warranted, however, in order to further assist Mrs [redacted] , I have credited Mrs [redacted] one (1) month of service for the delay of process 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 [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) After being promised the $move fee would be refunded back to my credit card I was emailed by Vivint advising that the initial refund was denied and they failed to notify meFinally after putting in this complaint their legal department agreed to refund the move fee and the monthly chargeUnfortunately they will not let me out of my contract without a $800+ penaltyOnce the contract is up I will be looking for a new provider
Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ September 24, 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 1, 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 this matter has been resolved to Ms [redacted] 's satisfaction If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan W [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/24) */ [redacted] 1:PM (hour ago) to me Hi [redacted] , I just got off the phone with a woman named MaddisonShe has settled my account and since they would have a hard time getting a service person out here to retrieve the equipment, I offered to box it up and send it back to themHer direct line is XXX-XXX-XXXX in case you needed to speak with her [redacted]
[redacted] April 18, [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 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] satisfactionMs***’s Vivint account has been cancelled effective immediatelyVivint has scheduled a technician to remove all Vivint equipment from Ms***’s home on April 20, Ms [redacted] has no financial obligation with Vivint [redacted] Sincerely, Nathan BW***Chief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ April 1, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L [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] explains that he has been experiencing technical issues with his systemMr [redacted] desires the cancellation of the account without penalty At this time, Vivint has agreed to cancel Mr [redacted] 's account and waive the overdue amount 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 May 31, 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 term, plus any applicable taxesFurther, 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 Despite the information above and considering that Vivint has attempted to fix the technical issues numerous times, 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] Sincerely, Nathan [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They agreed to drop any outstanding dollars and agreed to end contractThank you Revdex.com
Complaint: [redacted] I am rejecting this response because:While I am very happy with this response and that I do not owe anything to VivintI want to ensure that they contact the collection company they sold this contract to and ensure that my name is removed there as wellAs this never should have gone to collections in my name to begin withThank you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:During my initial call to Vivint, I offered to provide the exact information they are now requesting and I was rudely rejected As they were not forthcoming with assistance, I no longer require anything from them Sincerely, [redacted]
December 19, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0LRE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 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] explains that he signed up for a month-to-month service with VivintHe further explains that he did not authorize the installation of the equipment in his homeMr [redacted] requests cancellation of his account Cancellation without penalty is not warranted 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on May 19, 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 $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 Additionally, Mr [redacted] signed the System Purchase and Services Agreement (“Agreement”) on May 19, Upon signing the Agreement, Mr [redacted] agreed to all terms of the AgreementBy signing the Agreement, he acknowledged and agreed to section which specifically authorizes the installation of the equipment: You will permit us to install the system during our business hours, in such location(s) and such a manner as to fully comply with applicable state laws and regulations, and you will give us uninterrupted access to your premisesYou have approved the locations where the control panel, energy management devices, audible devices and all protective devices will be installed, which may replace your existing devices Should Mr [redacted] still wish to cancel his agreement prematurely, his payoff amount would be $2,869.59; however, in an effort to assist Mr [redacted] , Vivint is willing to reduce his payoff amount by 20%, bringing the total payoff amount to $2, If Mr [redacted] would like to take advantage of this offer, he may contact [email protected] 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, Nathan B [redacted] Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I really appreciate your understanding and am happy that you have placed us on the do not visit list.As I told all of your representatitives, we will contact you when we are ready for a security system Thank you so much! Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This isn't the first time we've had problems with the Vivint sales peopleThey show up every spring in Saskatoon trying to sell alarm systems or other items door to doorRude and hard to get rid ofI've contacted Vivint's head office who have stated that unless I can get the sales persons "badge number" there is nothing they can doThis time I asked for the badge number from the sales rep and was bluntly told that they don't give these outVivint has told us that without this badge number "they can't determine who has come to our door"Frankly, I don't think it would be that hard to find out what reps visted a certain neighborhood in our city at a certain time of day but have been told by Vivint that they can't even determine what reps were in our city or even what city in Canada they came fromI'm not buying it!! These people are paid by Vivint and Vivint ought to know when they are working and what they are doingA response of "next time you get bothered you can do this" is unacceptable!! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: every month since Mar they keep trying to take ??? from my account contract was cancelled on June 7th 2016.Please stop monthly payment Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ January 11, 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 4, 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 concernsVivint's records indicate that this matter has been resolved to Mrs [redacted] 's satisfaction If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Sincerely, Nathan BW [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) A man from Vivint Alarm telephoned us and apologized for the inconvenience that was caused to us I accepted the apology as he said he would be calling off the collection agencyIf that does not happen I will call him about it Just wish we had not incurred the expense of changing bank accounts to stop them taking our money from the accountNow just happy to be rid of them for ever (I hope) Thank you Revdex.com for your helpIt has taken a load of worry from our lives
Complaint: [redacted] I am rejecting this response because: We cannot come to an agreementAny further communication from Vivant or it's representatives will be considered harassmentPlease direct any future communications to my Lawyer Sincerely, [redacted]
February 28, [redacted] [redacted] ***RE: [redacted] [redacted] *** 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 was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreement Mr [redacted] desires cancellation of the Agreement without penaltyIn October of Mr [redacted] was billed $156.87, $of this amount was invoiced as an Activation Fee for the installation of his systemThe System Purchase and Service Agreement (“Agreement”) which Mr [redacted] signed shows that this fee was to be waivedUpon learning of this error every effort has been made to correct the issueA refund of $has been issued to MrParlee A Vivint representative has also contacted Mr [redacted] and agreed to reduce his bill by $for the remaining seventeen (17) months of his agreementMr [redacted] has agreed to this resolution[redacted] Sincerely, Nathan BW***Chief Compliance Officer
August 8, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 5, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she moved in August and scheduled an appointment for installation of a system in her new home, but that Vivint’s technician never arrived Ms [redacted] further states that Vivint has not contacted her for the past year but she was recently contacted by collections for a debt owed to Vivint for the past year of service Ms [redacted] desires to not be responsible for the past year of service charges on her Vivint account.A representative from Vivint has contacted Ms [redacted] via email in an effort to resolve this matter At this time, Vivint has waived the past due balance on Ms***’s account and has removed her from collections Vivint is also willing to waive the move fee for activation of a system at Ms***’s new home provided she has her alarm panel Ms [redacted] may contact Vivint’s Customer Loyalty/Moves team at 1-800-216-to schedule this appointmentMonthly service fees will resume as of August 25, 2016.Ms [redacted] signed a System Monitoring and Services Agreement (“Agreement”) on June 29, with an initial term of sixty (60) months and a monthly services fee of $plus any applicable taxes during that term Vivint’s records show that an appointment was scheduled to move Ms***’s system on August 15, On that date, Vivint’s technician was unable to reach Ms [redacted] by phone or at the new home Ms [redacted] stopped making her monthly payments after November 25, 2015, and the account was transferred to an outside collections agency after days of non-payment Despite this information, Vivint agrees to the above resolution Ms [redacted] may contact Vivint’s representative directly if she has any further questions or concerns regarding this matter.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
October 10, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfaction [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer
August 16, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 11, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] explains that she has experienced equipment problems with her systemMs [redacted] requests cancellation of her account At this time, Vivint is willing to cancel Ms [redacted] ’s account without penalty However, it should be noted 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on September 11, 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 $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 Despite the information mentioned, Ms [redacted] has no further obligation to Vivint [redacted] [redacted] Nathan BW [redacted] Chief Compliance Officer
November 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, To Whom It May Concern: I have reviewed the response by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s response she explains that she has not yet received the refund that was sent to herMs [redacted] requests two months payment refunded back to herVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionA refund of $was issues on November 14, and it can take up to ten days for the refund to process through Ms [redacted] ’s bankMs [redacted] may contact the Vivint representative who reached out to her previously if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan BW***Chief Compliance Officer
I did receive the cheque 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 fileWhen I spoke with some one on the 26th they told me they can refund money to the credit card on file in to days [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] ***
February, [redacted] [redacted] [redacted] [redacted] To Whom It May Concern:I have reviewed the information provided by MsMorris and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has been experiencing service issues beginning the day the service was first installed which she has attempted to resolve with technician visitsMs [redacted] would like to have the system removed from her home with no further penalty.Although cancellation is not warranted as Vivint technicians have confirmed that the equipment is functioning, if she agrees to the removal of the system Vivint will cancel Ms [redacted] ’ account with no further penalties.A representative from Vivint has contacted Ms [redacted] by email, in an effort to arrange for the removal of the equipmentMs [redacted] ’ account with Vivint will be cancelled once the equipment has been removedShe will have no further obligation to Vivint[redacted] Sincerely, Nathan BW***Chief Compliance Officerre
July 26, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint has placed Mr [redacted] ’s address on a ‘do not contact’ listVivint will no longer contact Mr [redacted] 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]
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ January 27, 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 13, To Whom It May Concern: I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respond In her complaint, Mrs [redacted] alleges that she was promised that her move fee of $and a monthly fee of $were to be waived due to the amount of time it took to relocate her servicesMrs [redacted] desires cancellation without penalty Vivint's records indicate that a refund in the amount of $is being sent back to the credit card on fileCancellation would not warranted, however, in order to further assist Mrs [redacted] , I have credited Mrs [redacted] one (1) month of service for the delay of process 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 [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) After being promised the $move fee would be refunded back to my credit card I was emailed by Vivint advising that the initial refund was denied and they failed to notify meFinally after putting in this complaint their legal department agreed to refund the move fee and the monthly chargeUnfortunately they will not let me out of my contract without a $800+ penaltyOnce the contract is up I will be looking for a new provider
Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ September 24, 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 1, 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 this matter has been resolved to Ms [redacted] 's satisfaction If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Provo, Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan W [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/24) */ [redacted] 1:PM (hour ago) to me Hi [redacted] , I just got off the phone with a woman named MaddisonShe has settled my account and since they would have a hard time getting a service person out here to retrieve the equipment, I offered to box it up and send it back to themHer direct line is XXX-XXX-XXXX in case you needed to speak with her [redacted]
[redacted] April 18, [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 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] satisfactionMs***’s Vivint account has been cancelled effective immediatelyVivint has scheduled a technician to remove all Vivint equipment from Ms***’s home on April 20, Ms [redacted] has no financial obligation with Vivint [redacted] Sincerely, Nathan BW***Chief Compliance Officer