August 2, [redacted] ***RE: Consumer Complaint Case #: [redacted] 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 respondIn his complaint Mr [redacted] states that he moved into a home which contains a Vivint security system and that he has been unable to obtain a service visit from Vivint to remove the systemMr [redacted] requests instructions for the removal of the security system.Due to the lifesaving nature of the security system at the address in question Vivint requires additional verification before providing the requested information to Mr [redacted] Mr [redacted] must provide proof that he owns the home where the system is located, he may email these proof of ownership documents to a Vivint representative at [redacted] @vivint.comOnce these documents have been received a representative will contact Mr [redacted] with further instructions to disable the security system[redacted] Sincerely, Nathan BW***
August 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 11, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’ complaint he explains that he has been told that he would be getting a refund for canceling his upgrade but he still has not yet received itMr [redacted] requests his refund to be sent to him.A representative from Vivint has recently contacted MsField over the email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] satisfactionVivint’s records indicate that a refund of $has been sent to Mr [redacted] on August 3, Mr [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ July 1, 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 20, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that in May of Mr [redacted] 's fiancé had called into Vivint with door lock technical issues and nothing has been done about itMr [redacted] desires cancellation of the Agreement and a refund for months paid while having the door lock issue A representative from Vivint has recently attempted to reach out to Mr [redacted] to discuss his accountVivint will cancel the agreement without penalty leaving Mr [redacted] no further obligation to VivintMr [redacted] will need to contact Vivint's Customer Loyalty department at X XXX-XXX-XXXX to proceed with the cancellation or contact the representative attempting to reach Mr [redacted] Vivint did provide Mr [redacted] with monthly monitoring service throughout his Agreement, since the door lock is an added feature and does not affect the monthly monitoring service of the system a refund for months paid while the door lock had experienced an issue is not warranted If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) For now yes I accept not paying any further services on the condition as has already been stated of repairing the damage cause by the installation of their product as well as providing a new dead bolt as my was removed and not left for reinstallation, it is required to be a lock which can be rekeyed as well Friday July 10th is a great day for this service, I expect a phone call will be placed by Monday July 6th to confirm Final Business Response / [redacted] (4000, 9, 2015/07/10) */ July 10, 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 20, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint's records indicate that a home damage claim has not been submittedIn order for Vivint to repair any damages done to Mr [redacted] ' home during the installation of his system, a home damage case must be created with the Home Damage departmentI would advise Mr [redacted] to call into Vivint to get this process startedVivint will also require photo documentation of the damage to assess the situationThis documentation can be sent to [redacted] @vivint.com Vivint did agree to cancel Mr [redacted] contract without penalty, also allowing Mr [redacted] to keep the alarm system equipmentDue to this Vivint will not replace Mr [redacted] 's door lock Further, Mr [redacted] must call into Vivint's Customer Loyalty department to finalize his account cancellationVivint requires Mr [redacted] 's verification to proceed any further If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ April 29, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] alleges that he was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreementMr [redacted] further alleges that he had equipment issues and that Vivint did not send a Field Service Professional to his homeMr [redacted] desires cancellation of the Agreement without penalty Vivint's records indicate that prior to the installation of any equipment, Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation 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 Ms [redacted] completed the required Pre-Installation Survey on June 29, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she 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 [redacted] representations to ensure that she understood her commitments to Vivint as outlined in the AgreementMs [redacted] last notified Vivint of equipment complications in October 2013, and replacement equipment was sent to the premiseA service appointment was not requested by the customer at that time Cancellation of Ms [redacted] agreement without penalty is not warranted at this timeA representative from Vivint has contacted Mr [redacted] in an effort to resolve these concernsAs Mr [redacted] wishes to cancel the Agreement prematurely, Vivint is willing to lower the payoff amount by 62%, and Mr [redacted] has agreed to send payment to Vivint in the amount of $1,000.00, to fulfill this agreementA written confirmation of this settlement has been mailed to Mr [redacted] , and upon receipt of the payment, Vivint will cancel Ms [redacted] account, and she will have no further obligation to Vivint [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
March 13, [redacted] RE: [redacted] [redacted] *** [redacted] [redacted] [redacted] To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] satisfactionMr [redacted] Vivint account has been canceled effective immediatelyAdditional, Mr [redacted] has been refunded in the amount of $ [redacted] Sincerely, Nathan BW***
August 8, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 22, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr [redacted] ’s satisfactionIf Mr [redacted] has any further questions or concerns he may contact the Vivint reprehensive he has been working withIf 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
September 28, [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 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***’s satisfactionMs [redacted] has received the requested refund of $ [redacted] Sincerely, Nathan BW***
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ July 17, 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 09, 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***'s satisfaction If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund has been paid Too bad it took a complaint to Revdex.com but thanks to you guys!
June 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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 representative and Mr [redacted] have agreed upon a resolutionAn appointment has been scheduled for the system removal from his home 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]
Complaint: [redacted] I am rejecting this response because: I am declining because this is not fully resolvedI need Vivvint to understand what is happeningWhile I appreciate the term length being ammended I am not satisfied knowing that my cobtract started in October of NOT October of The representative with Vivvint was not honest and [redacted] (from vivvant) came back to my house in Oct of stating I needed the contract to be changed into my nameAt the time it was in both my mothers and my nameHe did not tell me he was changing my paoerwork to state the contract was restarting in Oct He said no other changes were being made except for a name changeHe changed the contract term to say I recieved my services in Oct when in fact my services began October I can give serial numbers to my equipment if that will help them to understand how dishonest this representative wasIm sorry but due to this I will not settle until this is fully ammended and I have paperwork in hand stating that my contract began Oct and that it is infact a month term STARTING Oct This is not okay! Ive talked to vivvint in which they seemed confused as to when my term started and tried to again be dishonestI dont believe for a second that they do not have a paper trail that would infact prove my point and why I am fighting for thisAnyways, this is how it needs to be in order for me to resolve the matterThank you Revdex.com for your help this far! Sincerely, [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 meI have yet to receive a conformation email from Vivint showing the account is closed and canceled Sincerely, [redacted] ***
August 16, 2017 [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of... Agreement: May 5, 2012 To Whom It May Concern:I have reviewed the information provided by Mr. *** and appreciate the opportunity to respond. In his complaint, Mr. *** states that he cancelled his Agreement and that Vivint charged him for an extra month after the cancellation should have been processed. He explains that he has not received a refund of this payment. Mr. *** desires a refund of this overpayment, in the amount of $75.00. Vivint’s records indicate that a refund in the amount of $76.58 was sent back to the bank account on file on August 11, 2017. Vivint apologizes for any undue delay in this process. Mr. ***’s account is cancelled, and he has no further obligation to Vivint. A representative from Vivint has contacted Mr. *** via email to follow up on the refund, and he may contact this representative directly with any further questions or concerns. [redacted] Sincerely, Nathan B. W***Chief Compliance Officer
October 6, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0LRE: 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 Vivint changed the amount of her payment in September and told her it was prorated because she had changed her billing cycle date Ms [redacted] states that she did not authorize a payment in a different amount, and that her service fee is not calculated by the day but by the month She desires a refund for the amount overcharged Vivint’s records show that a prorated payment of $attempted on September 15, was not processed by Vivint due to insufficient funds in Ms [redacted] ’s account, and this amount shows as past due on Ms [redacted] ’s billing account at this time To assist Ms [redacted] , Vivint will waive this past due balance of $charged for service between September 5th and October 14th Vivint’s records confirm that Ms [redacted] requested a change in her billing cycle date, from the 5th to the 15th of each month, on August 9, This was four days after she had made her payment for service between August 5th and September 4thVivint’s billing cycle is a 30-day period Due to the change in Ms [redacted] ’s billing cycle date, the payment invoiced on September 15, was for service between September 5th and October 14th This billing cycle was days instead of the usual 30, and as such the amount of the payment reflected the extra 1/of a month of service rendered during the billing cycle Ms [redacted] ’s signed System Monitoring and Services Agreement (“Agreement”) states that she authorizes Vivint to make electronic fund transfers from her bank account in the amount of her monthly services fee, plus any applicable taxes, and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears according to the terms of the Agreement (Section 2.4)Despite the validity of the disputed payment, Vivint agrees to the above resolution Ms [redacted] ’s billing account has a zero balance, and she will not be invoiced again until her next billing cycle date of October 15, 2016.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
August 29, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] explains that she was told by the sales representative that she had an extended period to cancel the account without penaltyBut she is having issues canceling her accountMs [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint does not have any records of any promises made by the sale representative other than what is on the contractIn an effort to help Ms [redacted] and to resolve this issueVivint can cancel the account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipment from her homeAfter the technician has removed the equipment the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her directly If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
May 25, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: [redacted] Complainant: Mr [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] states that Vivint sales representative keep knocking at his, even though he has contacted Vivint and requested to be removed from Vivint sales listMr [redacted] request for the sales representative stop knocking on his door The sales representatives in question are employed by [redacted] ***, Inc(" [redacted] ***")Mr***'s complaints have been reported to [redacted] regarding the Vivint dealers who knock at his door If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 9, 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 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] alleges that his contract should have been for only one (1) yearMr [redacted] desires cancellation without penalty Vivint's records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation 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 19, 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 Never the less, Vivint will agree to cancel Mr [redacted] 's Agreement without penalty as long as Vivint can remove the security equipment from his homeIf Mr [redacted] desires to take advantage of this offer he may call into Vivint's Customer Loyalty department to schedule a time for the removal of the Vivint security system 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***
November 21, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0LRE: 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was not satisfied with her sales experience, and that she has had equipment complications since the time of installationMs [redacted] explains that she has been offered a downgrade of her system but she is still paying too much for the service she receives She desires cancellation of her System Monitoring and Services Agreement (“Agreement”) and a refund in the amount of $150.00, for system downtime At this time, Vivint would like to ensure that Ms [redacted] is able to utilize her system as intended, and will send a technician to her home at no charge to repair or replace any faulty equipment Any equipment that is incompatible with Ms***’s home may be removed and her monthly services fee may be reduced accordingly Vivint has applied a credit of $to Ms***’s account for any downtime she may have experienced To further assist Ms***, Vivint agrees to immediately reduce her monthly services fee by $15.00, bringing the fee to $(plus any applicable taxes) Any downgrade of equipment would reduce the monthly services fee further Vivint’s records indicate that Ms [redacted] signed an Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she represented that she understood and agreed to an initial term of sixty (60) months and a monthly monitoring fee of $each month, plus applicable taxes, during that term This Agreement provides a Right of Rescission period for ten (10) days immediately following installation of the equipment, during which time Ms [redacted] would have been able to cancel her services for any reason Vivint did not receive a cancellation request within this period, and has not had the opportunity to have a technician address equipment concerns since shortly after installation As such, cancellation and a refund of monthly services fees are not warranted at this timeDespite this information, Vivint agrees to the above resolution Ms***’s monthly services fee has been reduced to $and a $credit has been applied to her billing account She may call Customer Care at 1-800-216-to schedule an appointment for repair, replacement, or downgrade of her equipment at no cost to herIf 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
August 2, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn MrMoore’s complaint he explained that he has not yet received his refund from cancelling his accountAs such, Mr [redacted] requests that his refund be sent to him.A representative from Vivint has recently contacted Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionA refund was sent to Mr [redacted] on July 3, Mr [redacted] may contact the representative who reached out to him directly if he has any questions or if there are issues with the check[redacted] Sincerely, Nathan BW***Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12082078, and find that this resolution is satisfactory to me Sincerely, Edna Stack
August 2, [redacted] ***RE: Consumer Complaint Case #: [redacted] 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 respondIn his complaint Mr [redacted] states that he moved into a home which contains a Vivint security system and that he has been unable to obtain a service visit from Vivint to remove the systemMr [redacted] requests instructions for the removal of the security system.Due to the lifesaving nature of the security system at the address in question Vivint requires additional verification before providing the requested information to Mr [redacted] Mr [redacted] must provide proof that he owns the home where the system is located, he may email these proof of ownership documents to a Vivint representative at [redacted] @vivint.comOnce these documents have been received a representative will contact Mr [redacted] with further instructions to disable the security system[redacted] Sincerely, Nathan BW***
August 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 11, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’ complaint he explains that he has been told that he would be getting a refund for canceling his upgrade but he still has not yet received itMr [redacted] requests his refund to be sent to him.A representative from Vivint has recently contacted MsField over the email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] satisfactionVivint’s records indicate that a refund of $has been sent to Mr [redacted] on August 3, Mr [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ July 1, 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 20, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that in May of Mr [redacted] 's fiancé had called into Vivint with door lock technical issues and nothing has been done about itMr [redacted] desires cancellation of the Agreement and a refund for months paid while having the door lock issue A representative from Vivint has recently attempted to reach out to Mr [redacted] to discuss his accountVivint will cancel the agreement without penalty leaving Mr [redacted] no further obligation to VivintMr [redacted] will need to contact Vivint's Customer Loyalty department at X XXX-XXX-XXXX to proceed with the cancellation or contact the representative attempting to reach Mr [redacted] Vivint did provide Mr [redacted] with monthly monitoring service throughout his Agreement, since the door lock is an added feature and does not affect the monthly monitoring service of the system a refund for months paid while the door lock had experienced an issue is not warranted If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) For now yes I accept not paying any further services on the condition as has already been stated of repairing the damage cause by the installation of their product as well as providing a new dead bolt as my was removed and not left for reinstallation, it is required to be a lock which can be rekeyed as well Friday July 10th is a great day for this service, I expect a phone call will be placed by Monday July 6th to confirm Final Business Response / [redacted] (4000, 9, 2015/07/10) */ July 10, 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 20, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint's records indicate that a home damage claim has not been submittedIn order for Vivint to repair any damages done to Mr [redacted] ' home during the installation of his system, a home damage case must be created with the Home Damage departmentI would advise Mr [redacted] to call into Vivint to get this process startedVivint will also require photo documentation of the damage to assess the situationThis documentation can be sent to [redacted] @vivint.com Vivint did agree to cancel Mr [redacted] contract without penalty, also allowing Mr [redacted] to keep the alarm system equipmentDue to this Vivint will not replace Mr [redacted] 's door lock Further, Mr [redacted] must call into Vivint's Customer Loyalty department to finalize his account cancellationVivint requires Mr [redacted] 's verification to proceed any further If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ April 29, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] alleges that he was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreementMr [redacted] further alleges that he had equipment issues and that Vivint did not send a Field Service Professional to his homeMr [redacted] desires cancellation of the Agreement without penalty Vivint's records indicate that prior to the installation of any equipment, Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation 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 Ms [redacted] completed the required Pre-Installation Survey on June 29, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she 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 [redacted] representations to ensure that she understood her commitments to Vivint as outlined in the AgreementMs [redacted] last notified Vivint of equipment complications in October 2013, and replacement equipment was sent to the premiseA service appointment was not requested by the customer at that time Cancellation of Ms [redacted] agreement without penalty is not warranted at this timeA representative from Vivint has contacted Mr [redacted] in an effort to resolve these concernsAs Mr [redacted] wishes to cancel the Agreement prematurely, Vivint is willing to lower the payoff amount by 62%, and Mr [redacted] has agreed to send payment to Vivint in the amount of $1,000.00, to fulfill this agreementA written confirmation of this settlement has been mailed to Mr [redacted] , and upon receipt of the payment, Vivint will cancel Ms [redacted] account, and she will have no further obligation to Vivint [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
March 13, [redacted] RE: [redacted] [redacted] *** [redacted] [redacted] [redacted] To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] satisfactionMr [redacted] Vivint account has been canceled effective immediatelyAdditional, Mr [redacted] has been refunded in the amount of $ [redacted] Sincerely, Nathan BW***
August 8, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 22, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr [redacted] ’s satisfactionIf Mr [redacted] has any further questions or concerns he may contact the Vivint reprehensive he has been working withIf 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
September 28, [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 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***’s satisfactionMs [redacted] has received the requested refund of $ [redacted] Sincerely, Nathan BW***
I wish to be refunded the amount of for the contracted period which I have been charged without reason
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ July 17, 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 09, 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***'s satisfaction If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund has been paid Too bad it took a complaint to Revdex.com but thanks to you guys!
June 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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 representative and Mr [redacted] have agreed upon a resolutionAn appointment has been scheduled for the system removal from his home 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]
Complaint: [redacted] I am rejecting this response because: I am declining because this is not fully resolvedI need Vivvint to understand what is happeningWhile I appreciate the term length being ammended I am not satisfied knowing that my cobtract started in October of NOT October of The representative with Vivvint was not honest and [redacted] (from vivvant) came back to my house in Oct of stating I needed the contract to be changed into my nameAt the time it was in both my mothers and my nameHe did not tell me he was changing my paoerwork to state the contract was restarting in Oct He said no other changes were being made except for a name changeHe changed the contract term to say I recieved my services in Oct when in fact my services began October I can give serial numbers to my equipment if that will help them to understand how dishonest this representative wasIm sorry but due to this I will not settle until this is fully ammended and I have paperwork in hand stating that my contract began Oct and that it is infact a month term STARTING Oct This is not okay! Ive talked to vivvint in which they seemed confused as to when my term started and tried to again be dishonestI dont believe for a second that they do not have a paper trail that would infact prove my point and why I am fighting for thisAnyways, this is how it needs to be in order for me to resolve the matterThank you Revdex.com for your help this far! Sincerely, [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 meI have yet to receive a conformation email from Vivint showing the account is closed and canceled Sincerely, [redacted] ***
August 16, 2017 [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of... Agreement: May 5, 2012 To Whom It May Concern:I have reviewed the information provided by Mr. *** and appreciate the opportunity to respond. In his complaint, Mr. *** states that he cancelled his Agreement and that Vivint charged him for an extra month after the cancellation should have been processed. He explains that he has not received a refund of this payment. Mr. *** desires a refund of this overpayment, in the amount of $75.00. Vivint’s records indicate that a refund in the amount of $76.58 was sent back to the bank account on file on August 11, 2017. Vivint apologizes for any undue delay in this process. Mr. ***’s account is cancelled, and he has no further obligation to Vivint. A representative from Vivint has contacted Mr. *** via email to follow up on the refund, and he may contact this representative directly with any further questions or concerns. [redacted] Sincerely, Nathan B. W***Chief Compliance Officer
October 6, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0LRE: 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 Vivint changed the amount of her payment in September and told her it was prorated because she had changed her billing cycle date Ms [redacted] states that she did not authorize a payment in a different amount, and that her service fee is not calculated by the day but by the month She desires a refund for the amount overcharged Vivint’s records show that a prorated payment of $attempted on September 15, was not processed by Vivint due to insufficient funds in Ms [redacted] ’s account, and this amount shows as past due on Ms [redacted] ’s billing account at this time To assist Ms [redacted] , Vivint will waive this past due balance of $charged for service between September 5th and October 14th Vivint’s records confirm that Ms [redacted] requested a change in her billing cycle date, from the 5th to the 15th of each month, on August 9, This was four days after she had made her payment for service between August 5th and September 4thVivint’s billing cycle is a 30-day period Due to the change in Ms [redacted] ’s billing cycle date, the payment invoiced on September 15, was for service between September 5th and October 14th This billing cycle was days instead of the usual 30, and as such the amount of the payment reflected the extra 1/of a month of service rendered during the billing cycle Ms [redacted] ’s signed System Monitoring and Services Agreement (“Agreement”) states that she authorizes Vivint to make electronic fund transfers from her bank account in the amount of her monthly services fee, plus any applicable taxes, and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears according to the terms of the Agreement (Section 2.4)Despite the validity of the disputed payment, Vivint agrees to the above resolution Ms [redacted] ’s billing account has a zero balance, and she will not be invoiced again until her next billing cycle date of October 15, 2016.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
August 29, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] explains that she was told by the sales representative that she had an extended period to cancel the account without penaltyBut she is having issues canceling her accountMs [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint does not have any records of any promises made by the sale representative other than what is on the contractIn an effort to help Ms [redacted] and to resolve this issueVivint can cancel the account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipment from her homeAfter the technician has removed the equipment the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her directly If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
May 25, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: [redacted] Complainant: Mr [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] states that Vivint sales representative keep knocking at his, even though he has contacted Vivint and requested to be removed from Vivint sales listMr [redacted] request for the sales representative stop knocking on his door The sales representatives in question are employed by [redacted] ***, Inc(" [redacted] ***")Mr***'s complaints have been reported to [redacted] regarding the Vivint dealers who knock at his door If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 9, 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 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] alleges that his contract should have been for only one (1) yearMr [redacted] desires cancellation without penalty Vivint's records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint's Account Creation 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 19, 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 Never the less, Vivint will agree to cancel Mr [redacted] 's Agreement without penalty as long as Vivint can remove the security equipment from his homeIf Mr [redacted] desires to take advantage of this offer he may call into Vivint's Customer Loyalty department to schedule a time for the removal of the Vivint security system 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***
November 21, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0LRE: 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was not satisfied with her sales experience, and that she has had equipment complications since the time of installationMs [redacted] explains that she has been offered a downgrade of her system but she is still paying too much for the service she receives She desires cancellation of her System Monitoring and Services Agreement (“Agreement”) and a refund in the amount of $150.00, for system downtime At this time, Vivint would like to ensure that Ms [redacted] is able to utilize her system as intended, and will send a technician to her home at no charge to repair or replace any faulty equipment Any equipment that is incompatible with Ms***’s home may be removed and her monthly services fee may be reduced accordingly Vivint has applied a credit of $to Ms***’s account for any downtime she may have experienced To further assist Ms***, Vivint agrees to immediately reduce her monthly services fee by $15.00, bringing the fee to $(plus any applicable taxes) Any downgrade of equipment would reduce the monthly services fee further Vivint’s records indicate that Ms [redacted] signed an Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she represented that she understood and agreed to an initial term of sixty (60) months and a monthly monitoring fee of $each month, plus applicable taxes, during that term This Agreement provides a Right of Rescission period for ten (10) days immediately following installation of the equipment, during which time Ms [redacted] would have been able to cancel her services for any reason Vivint did not receive a cancellation request within this period, and has not had the opportunity to have a technician address equipment concerns since shortly after installation As such, cancellation and a refund of monthly services fees are not warranted at this timeDespite this information, Vivint agrees to the above resolution Ms***’s monthly services fee has been reduced to $and a $credit has been applied to her billing account She may call Customer Care at 1-800-216-to schedule an appointment for repair, replacement, or downgrade of her equipment at no cost to herIf 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
August 2, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn MrMoore’s complaint he explained that he has not yet received his refund from cancelling his accountAs such, Mr [redacted] requests that his refund be sent to him.A representative from Vivint has recently contacted Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionA refund was sent to Mr [redacted] on July 3, Mr [redacted] may contact the representative who reached out to him directly if he has any questions or if there are issues with the check[redacted] Sincerely, Nathan BW***Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12082078, and find that this resolution is satisfactory to me Sincerely, Edna Stack