June 28, 2017 [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8, 2016 To Whom It May Concern:I have reviewed... the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. *** states that he has had his Vivint equipment removed from his home on June 20, 2016. Mr. [redacted] further states he has continued to be billed by Vivint despite him no longer having Vivint equipment. Mr. *** desires a refund of all monies paid to Vivint after June 20, 2016 and cancellation of his agreement without penalty. After further review, Vivint’s records show that Mr. ***’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. *** would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services. Vivint’s records indicate that Mr. *** signed a System Purchase and Services Agreement on June 8, 2016 with an initial term of sixty (60) months, a monthly services fee of $60.99, plus any applicable taxes, during that term. Section 24 of this agreement states: You may cancel this contract from the day you enter into the contract until 10 days after youreceive a copy of the contract or statement of cancellation rights. You do not need a reason to cancel. To cancel, you must give notice of cancellation at the address in the contract. You must give notice of cancellation by a method that will allow you to prove that you gave notice.A written notice of cancellation was not provided by Mr. *** until August 20, 2016; well out of his ten (10) day Right of Rescission period. Despite this information, Mr. ***’s agreement with Vivint has been cancelled; however, a refund is not warranted at this time. [redacted] Sincerely, Nathan B. WilcoxChief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ September 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: July 8, 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 moved from home, and that Vivint failed to process deferment of payments or install a system in his new home in a timely mannerMr [redacted] further alleges that Vivint renewed his Agreement and will not cancel the renewal even though the move was not completed on the appointed dateMr [redacted] alleges that his new equipment is not working properly at this time, and he desires cancellation of his Vivint agreement without penalty and removal of Vivint's equipment from his home Vivint's records indicate that Mr [redacted] has not paid for service since January 5, As of September 2, 2015, the past due balance showing on Mr***'s billing account was removed, so he will not be charged for service during the time that he was not receiving serviceA Field Service Professional was able to install equipment in Mr***'s new home on August 15, Mr [redacted] was not charged a move fee, and his contract has not been renewedVivint would like to apologize for any undue delay in this process Mr [redacted] signed a Purchase and Services Agreement with Vivint on July 8, 2013, stating that he agreed to an initial term of sixty (60) months and a monthly monitoring fee of $during that termCancellation of this Agreement without penalty is not warranted at this time Vivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeShould Mr [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at X-XXX-XXX-XXXX, and schedule this appointment 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 [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure how I had not made a payment since January when I had service up until February 28th when the service was removed from my old home as I was moving and I had followed the deferment process that was laid out by vivent and called in May to set up a service call to reinstall service on July 23rd which is within the months deferment period that vivent allowsWhen I booked my install in may I was told I would not have to pay an install fee if I extended my contract which I agreed to so I would not be charged an installSo I am not sure why vivent is now saying I was not renewedNo technician showed up on July 23rd nor did I receive a phone call advising me they were not coming I had to call and rebook and appointment which was weeks laterDuring which time vivent tried to charge me for service which that have agreed to refundThey only money that has been refunded to me is money that I should never have been charged in the first place as I followed all guidelines when it came to the deferment policy as well you cannot be charged for a service you are not receivingWhen a technician finally showed up in August the service was not installed properly and still is not working, and I am again stating that I would like the service removed and my contract cancelled [redacted] I have received not compensation for the time I have spent dealing with vivent, I have not been called back or contacted regarding my complaintThey say they have "refunded" me but they also admit that this was a refund for when I did not have the service and should not have been charged Final Business Response / [redacted] (4000, 9, 2015/10/01) */ October 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: July 8, To Whom It May Concern: In his rebuttal, Mr [redacted] alleges that he is not sure how he has not made a payment since January, and he is not sure why Vivint is saying his Agreement was not renewed when he movedMr [redacted] further alleges that there were scheduling delays with his move and that Vivint was charging him during that time but has now refunded him for those chargesMr [redacted] alleges that his new equipment is still not working properly at this time, and he desires cancellation of his Vivint agreement without penalty and removal of Vivint's equipment from his home Vivint's records indicate that Mr***'s billing account was on a deferment during the months of February, March, and April 2015, as agreed upon when Mr [redacted] spoke with a Vivint representative on February 4, When Vivint attempted to take payments again in May 2015, the payments were rejected by Mr***'s bank and were not processed by VivintVivint then processed a credit to Mr***'s billing account in the amount of $on September 2, 2015, to clear the past due balance showingTherefore, Mr [redacted] never paid Vivint for service during the time he was not receiving it, and Vivint did not charge him later for that time without service A Field Service Professional was able to install equipment in Mr***'s new home on August 15, To assist Mr [redacted] and to compensate him for any inconvenience he may have experienced during this process, Vivint did not charge him a move fee, and his contract was not renewedVivint would still like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeAs Mr [redacted] has indicated that he is still experiencing problems with his new system, I would advise him to call Customer Care at X-XXX-XXX-XXXX, and schedule this appointment Vivint maintains its position that, pursuant to the Purchase and Services Agreement Mr [redacted] signed with Vivint on July 8, 2013, cancellation of his Agreement without penalty is not warranted at this timeVivint has made every effort to resolve this matter with Mr***, and he recently had a system installed at his new home 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***
Initial Business Response / [redacted] (1000, 11, 2015/08/31) */ August 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: May 23, 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 had transferred one of his Vivint services to the new homeowners of this previous residence but continued to be billedHe further alleges that his second service with Vivint was sent to collections when it should not haveMr [redacted] desires cancellation of both of his accounts and all collection attempts to stop Vivint's records show that Mr [redacted] stopped making his monthly payments after April As such, the account was cancelled for non-payment on October 2014, and was sold to an outside collections agencyMr [redacted] made a payment of $to reinstate service in November Vivint again did not receive any payments after December and the account was cancelled and sold to an outside collection agency in April At this time Mr [redacted] must settle the debt with the outside collection agency Vivint does not have records of the other account in question and will require some additional information to find the accountI would advise Mr [redacted] to call into Vivint's Customer Care department to assist us locating the correct account If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department - Legal Sincerely, Nathan BW [redacted] Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is very typical of a Vivint response - the direction to call Vivint [redacted] and confusion about the issues even to the point where they call me by the wrong name in the response This is evidence of how they have confused the two accountsfor two locations in two citiesThe account was closed but there was no reason to send it to collections as the account was current when the house was sold and Vivint was provided with all transfer documentation when the house was soldAny collections action should have been made against the new ownerI have supplied Vivint with reems of documentation around this via email, mail and in conversation and they still have not corrected it with the collections agencyThis is what I require: a confirmation in writing that the account is closed in good standing AND notification to the Collections agency which I have also provided the full evidence package to Account - the account was suspended on the telephone advice from their agent during a home renovation in The account was current when it was suspended and the bill was paid during the renovation despite the fact that it was suspendedWhen I asked to bring the services back online I was told there was a reinstatement fee which I refused to pay as I had paid the bill without service during the reno and on their advice! The account was paid by cheque in I have a copy of the cheque which was cashed and is with Vivint as they had sent the account to collections - probably because they confused it with account (that is what account NUMBERS are for....)They informed me that once an account goes to collections they cannot transfer the paymentI am still not entirely sure why this account went to collections when the bill was being paid as per the account statements I also provided this to Vivint and collections as evidence of their incompetence and inaccurate records I sent Vivint and the collection agency all of this evidence by mail and fax(July) before I made this complaintI do not want to call Vivint as it does no good no matter who I talk toNo service agents take action, give accurate advice or are honest Vivint has stopped sending invoices for account but I have no understanding of where I am at with the collections agencyI require WRITTEN confirmation that the accounts are closed with account numbers noted and an indication that there is no balance owingAlso, confirmationthey have been sent to collections in errorUntil that time, I will not be satisfied [redacted] Final Business Response / [redacted] (4000, 20, 2015/10/01) */ October 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: April 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint will not provide a written response of full account details through the Revdex.com until Mr [redacted] can be verified with his verbal passwordIf Mr [redacted] desires he may call into Vivint to request a full transcript of his account details to be sent to his email address or home address Regardless, to put this matter to rest Vivint has removed Mr [redacted] from collections his accounts are cancelled and he has no further obligation to Vivint or any third party collection agency 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 [redacted] Final Consumer Response / [redacted] (4200, 22, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Vivint and spoken with Samantha in Customer LoyaltyI provided her with my verbal password and she has indicated that two letters with confirmation as noted above will be mailed to my home addressHowever, I am hesitant to close the inquiry until those letters arrive
June 17, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: Date of Agreement: July 6, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] states that she moved and paid the balance of her Agreement with Vivint to cancel, but that her account was not cancelled immediatelyMs [redacted] explains that during the month that her account was still open, she incurred a alarm fee and was charged by Vivint for another month of serviceShe desires no association or charges from Vivint since May 12, when she called to cancel her service Vivint's records indicate that Ms [redacted] 's account was cancelled on June 14, 2016, and a refund of the payment taken on June 6, 2016, in the amount of $72.44, was sent back to the bank account on file on June 13, At this time, Vivint will send an additional refund back to the bank account on file in the amount of $75.00, to assist with the alarm fee Ms [redacted] says she was charged Vivint's records show that Ms [redacted] signed an agreement with Vivint on July 6, 2013, in which she agreed that either party may terminate the Agreement at any time upon at least thirty (30) days written prior notice to the other party, and that, if terminated, the Agreement ends on the last day of the thirty (30) day notice period (Vivint Purchase and Services Agreement, Section 2.4)A written notice of cancellation was provided by Ms [redacted] on May 12, 2016, and her account was invoiced for service automatically on June 6, before the cancellation was completeVivint has refunded this payment and apologizes for any inconvenience caused by this misunderstanding 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, 10, 2015/10/21) */ October 21, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 3, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] alleges that his alarm was triggered on July 17, 2015, but requested that a guard not to be dispatched to his homeMr [redacted] further alleges that he was charged a alarm fee though he cancelled the dispatchMr [redacted] desires a refund of this fee Vivint's records indicate Vivint's monitoring station received an alarm signal on July 17, Vivint attempted to make contact with Mr [redacted] over the panel, but the monitoring agent was unable to reach Mr***Vivint attempted to contact Mr [redacted] by phone, but was unable to reach himThe monitoring agent requested a dispatch of the guard service in Mr***'s areaAfter the dispatch, Mr [redacted] contacted Vivint to cancel the dispatchVivint contacted the guard service and requested cancellation of the dispatchVivint followed the protocol of cancelling the dispatch, but the guard company still invoice for a guard dispatch fee Vivint's records indicate that on June 29, 2013, Mr [redacted] signed a Purchase and Services Agreement, representing that he agreed to an initial term of sixty (60) months of service, and a monthly fee of $during this termThe Agreement states that Mr [redacted] agrees if a alarm fee is charged, he would be responsible for this fee (Section 11)Vivint will pay this fee for the customer to insure a guard will continue to be dispatched in case of emergencyVivint will then invoice the customer for this feeMr [redacted] is responsible for the fee A representative from Vivint has contacted Mr [redacted] in regards to his dispute of the chargeIf Mr [redacted] wishes to dispute the charge further, he would need to contact the guard company If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan B [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dispute this charge that the reason are The term of 5-year contract seems unreasonable to customer [redacted] After they installed Vivint's devices, I found out (a) the overhead garage sensor should be placed at another door entry to avoid from weather or animal effect triggered for alarm; (b) the flood detective sensor should be placed at the lowest position in my basement because I have experienced basement watering during the sum pump out of order but the sensor did not trigger [redacted] [redacted] Should Vivint need to work for customer and get refund from guard dispatch company for this mis-charge or bear $charge itself? [redacted] I hope Revdex.com can help me to get a solutionThank you Regards, [redacted] Final Business Response / [redacted] (4000, 23, 2015/11/23) */ November 23, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 3, To Whom It May Concern: In his rebuttal, Mr [redacted] alleges he has contacted the guard company, but stated they will only work with VivintMr [redacted] desires the refund of the alarm fee Vivint maintains its stance in regards to Mr***'s accountVivint has reviewed the alarm in question multiple times and concluded Vivint followed its policy regarding this alarmVivint has no say over the policies the guard service has in placeMr [redacted] did call into Vivint Customer Care department on November 11, and was given a credit for $15.00, but Mr [redacted] is responsible for the additional $ If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan B [redacted] Final Consumer Response / [redacted] (4200, 25, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will continue to look for a solution
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]
Initial Business Response / [redacted] (1000, 13, 2015/09/03) */ September 3, Revdex.com of Canada 3400-St Edmonton, AB T5J 3S RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: May 18, 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 resolvedMr [redacted] 's account is cancelled, and he has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, Nathan W Initial Consumer Rebuttal / [redacted] (2000, 15, 2015/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) To whom it may concern, I was contacted by a vivint representative, who in turn cancelled the account with no money obligation to either partyIt was handled promptly verblyJust waiting for it on paper Best regards
July 7, 2016Revdex.com of UtahW SSalt 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 respondIn Mr***’s response he explains that he was not told what action Vivint is going to take about the sales representative who came to his home.A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint will handle this matter internally through talk with the sales representative managerMr [redacted] may contact Vivint’s representative who reached out to him directly if he has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
July 1, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] 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 concernsBecause Ms [redacted] is not a Vivint customer the options Vivint has are limitedHowever, Vivint has informed the Sales Manager in the area regarding this situation so it can be avoidedMs [redacted] may contact Vivint’s representative directly if she has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
June 22, 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 A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsBecause Mr [redacted] is not a Vivint customer the options Vivint has are limitedHowever, Vivint has informed the Sales Manager in the area regarding this situation so it can be avoidedMr [redacted] may contact Vivint's representative directly if he has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 8, 2015/07/29) */ July 29, Revdex.com Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: May 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] alleges that she received a alarm fee and that she was not satisfied with the response to her alarm activationMs [redacted] desires compensation for her $alarm fee, and information about the cancellation of her account Vivint's records indicate that on May 10, 2010, Mr [redacted] signed a Purchase and Services Agreement with VivintThis Agreement states that Mr [redacted] is responsible for alarm fees charged by any government agency or third party (Purchase and Services Agreement, Section 11)As such, Vivint did not cover the alarm fee charged to Ms [redacted] A representative from Vivint has attempted to contact Ms [redacted] , in an effort to resolve this matterIn an effort to assist Ms [redacted] , a credit in the amount of $has been applied to her Vivint account to assist with the alarm feeIf Ms [redacted] has any further questions or concerns regarding her Vivint account or service, she may contact this representative, or she may call Vivint's Customer Loyalty department at X-XXX-XXX-XXXX If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/10/03) */ October 3, 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 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] alleges that she is not satisfied with her Vivint system even after having a service visit to address equipment complications, that she was never told at the time of sale about a Right of Rescission period, and that Vivint will not allow cancellation of her Agreement at this timeMs [redacted] desires cancellation of her Agreement without penalty Vivint relied on Ms [redacted] 's representations during a telephonic Pre-Installation Survey on August 6, 2015, to ensure that she understood her commitment to Vivint pursuant to the signed Purchase and Services AgreementVivint also has record that Ms [redacted] notified Vivint of equipment complications, and a Field Service Professional was dispatched to her home to address these issues At this time, to assist Ms [redacted] , Vivint will agree to cancel the account without penalty, if Ms [redacted] will allow Vivint to retrieve its equipment from her homeA representative from Vivint will contact Ms [redacted] to schedule an appointment for the removal of equipmentFollowing retrieval of Vivint's equipment, Ms [redacted] will have no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan [redacted] W [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really appreciate thatThank you so much
Initial Business Response / [redacted] (1000, 5, 2016/05/24) */ May 24, 2016 RevDex.com of Central and Northern Alberta 16102 100 Ave Edmonton, AB T5P 0L3 RE: Consumer [redacted] ... [redacted] To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that when he called in January to confirm the cancellation of the account in March, he was not informed about the 30 day notice of cancellation. Mr. [redacted] desires the cancellation of the account. Vivint's records show that Ms. [redacted] , the contact signer on the account attached to Mr. ***'s home, signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months. She also represented that she would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term. Ms. [redacted] also agreed to provide Vivint with a 30 written notice of cancellation prior to the desired end date of the agreement, if not the account would automatically continue on a month to month basis (Section 2.4). Vivint's records further show that Vivint was not provided with a written notice of cancellation until May 13, 2016. As such Vivint would not close the account until June 13, 2016. However, in an effort to assist Mr. ***, Vivint has agreed to close the account as of today and refund him the most recently monthly monitoring fee on the account. $72.44 has been refunded back to the checking account one file. Please allow 7 to 10 business day for the refund to be reflected on the account. Sincerely, Nathan [redacted] Chief Compliance Officer Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] We will accept the business's offer to re-mediate this issue.
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ March 8, 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 Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsA resolution has been agreed upon, and is in the process of being resolved to Ms***'s satisfactionIf Ms [redacted] has and additional concern or question, she may contact the representative directly 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, 2016/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, I accept the response offered to me from Vivint because the issue will be resolved before I leave, even if it is only one day sooner, it is still before I leaveI also will not be charged for a service I have not been able to use, so I do appreciate that [redacted] I do thank the representative that contacted me for her understanding
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]
No, the service provided from Vivint is a full alarm system. The smoke detectors are only one part of the whole service, but one of the most important ones. The service and sensors in general have given me issues frquently, but the failure and poor installation of the smoke detectors was the las t straw and the reason we filed a complaint due to its seriousness. I've attached the contract. ***
Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ June 3, 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 28, 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 Mrand Ms [redacted] in an effort to resolve this concernVivint'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] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.) We feel that the Vivint miss-represented their service in order to make a saleThe salesman did not inform us that we had to purchase a separate internet service in order for it to work properly( A Vivint representative gave us this information a year later: June 2016) We would not have purchased the service if we had known because the cost of a separate internet service to run Vivint would not be cost effective to our business Vivint has offered to down grade our service to one that we do not need and would not be of use to usThey have also stated that we can not cancel the service they did however give us the option of selling it to someone elseWe do not wish to become Vivint salesmen or pass along a faulty serviceAlso Vivint keeps stating that this is a service for our home and it is notWe purchased it for our business to monitor a gift shop and staff
July 10, [redacted] *** [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she cancelled her account; however, she was charged for a full month rather than the five days that she used the system during that monthMs [redacted] requests a refund of the pro-rated amount At this time, Vivint is willing to refund Ms [redacted] the amount of $ However, it should be noted that Vivint received Ms***’s notice of cancellation on June 1, Ms***’s payment date is on June 26, Ms***’s account was scheduled to be cancelled thirty days later on July 1, Despite the information mentioned, Ms [redacted] will receive her refund within 7-business days on her credit card [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer
July 18, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that she needs to cancel her account and want to come to a reasonable buyout amount.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 satisfactionVivint has received a buyout payment and so Ms [redacted] ‘s account has been canceled as of July 18, Ms [redacted] may contact the representative who reached out to him directly if he has any questions.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
June 28, 2017 [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8, 2016 To Whom It May Concern:I have reviewed... the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. *** states that he has had his Vivint equipment removed from his home on June 20, 2016. Mr. [redacted] further states he has continued to be billed by Vivint despite him no longer having Vivint equipment. Mr. *** desires a refund of all monies paid to Vivint after June 20, 2016 and cancellation of his agreement without penalty. After further review, Vivint’s records show that Mr. ***’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. *** would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services. Vivint’s records indicate that Mr. *** signed a System Purchase and Services Agreement on June 8, 2016 with an initial term of sixty (60) months, a monthly services fee of $60.99, plus any applicable taxes, during that term. Section 24 of this agreement states: You may cancel this contract from the day you enter into the contract until 10 days after youreceive a copy of the contract or statement of cancellation rights. You do not need a reason to cancel. To cancel, you must give notice of cancellation at the address in the contract. You must give notice of cancellation by a method that will allow you to prove that you gave notice.A written notice of cancellation was not provided by Mr. *** until August 20, 2016; well out of his ten (10) day Right of Rescission period. Despite this information, Mr. ***’s agreement with Vivint has been cancelled; however, a refund is not warranted at this time. [redacted] Sincerely, Nathan B. WilcoxChief Compliance Officer
Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ September 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: July 8, 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 moved from home, and that Vivint failed to process deferment of payments or install a system in his new home in a timely mannerMr [redacted] further alleges that Vivint renewed his Agreement and will not cancel the renewal even though the move was not completed on the appointed dateMr [redacted] alleges that his new equipment is not working properly at this time, and he desires cancellation of his Vivint agreement without penalty and removal of Vivint's equipment from his home Vivint's records indicate that Mr [redacted] has not paid for service since January 5, As of September 2, 2015, the past due balance showing on Mr***'s billing account was removed, so he will not be charged for service during the time that he was not receiving serviceA Field Service Professional was able to install equipment in Mr***'s new home on August 15, Mr [redacted] was not charged a move fee, and his contract has not been renewedVivint would like to apologize for any undue delay in this process Mr [redacted] signed a Purchase and Services Agreement with Vivint on July 8, 2013, stating that he agreed to an initial term of sixty (60) months and a monthly monitoring fee of $during that termCancellation of this Agreement without penalty is not warranted at this time Vivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeShould Mr [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at X-XXX-XXX-XXXX, and schedule this appointment 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 [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure how I had not made a payment since January when I had service up until February 28th when the service was removed from my old home as I was moving and I had followed the deferment process that was laid out by vivent and called in May to set up a service call to reinstall service on July 23rd which is within the months deferment period that vivent allowsWhen I booked my install in may I was told I would not have to pay an install fee if I extended my contract which I agreed to so I would not be charged an installSo I am not sure why vivent is now saying I was not renewedNo technician showed up on July 23rd nor did I receive a phone call advising me they were not coming I had to call and rebook and appointment which was weeks laterDuring which time vivent tried to charge me for service which that have agreed to refundThey only money that has been refunded to me is money that I should never have been charged in the first place as I followed all guidelines when it came to the deferment policy as well you cannot be charged for a service you are not receivingWhen a technician finally showed up in August the service was not installed properly and still is not working, and I am again stating that I would like the service removed and my contract cancelled [redacted] I have received not compensation for the time I have spent dealing with vivent, I have not been called back or contacted regarding my complaintThey say they have "refunded" me but they also admit that this was a refund for when I did not have the service and should not have been charged Final Business Response / [redacted] (4000, 9, 2015/10/01) */ October 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: July 8, To Whom It May Concern: In his rebuttal, Mr [redacted] alleges that he is not sure how he has not made a payment since January, and he is not sure why Vivint is saying his Agreement was not renewed when he movedMr [redacted] further alleges that there were scheduling delays with his move and that Vivint was charging him during that time but has now refunded him for those chargesMr [redacted] alleges that his new equipment is still not working properly at this time, and he desires cancellation of his Vivint agreement without penalty and removal of Vivint's equipment from his home Vivint's records indicate that Mr***'s billing account was on a deferment during the months of February, March, and April 2015, as agreed upon when Mr [redacted] spoke with a Vivint representative on February 4, When Vivint attempted to take payments again in May 2015, the payments were rejected by Mr***'s bank and were not processed by VivintVivint then processed a credit to Mr***'s billing account in the amount of $on September 2, 2015, to clear the past due balance showingTherefore, Mr [redacted] never paid Vivint for service during the time he was not receiving it, and Vivint did not charge him later for that time without service A Field Service Professional was able to install equipment in Mr***'s new home on August 15, To assist Mr [redacted] and to compensate him for any inconvenience he may have experienced during this process, Vivint did not charge him a move fee, and his contract was not renewedVivint would still like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeAs Mr [redacted] has indicated that he is still experiencing problems with his new system, I would advise him to call Customer Care at X-XXX-XXX-XXXX, and schedule this appointment Vivint maintains its position that, pursuant to the Purchase and Services Agreement Mr [redacted] signed with Vivint on July 8, 2013, cancellation of his Agreement without penalty is not warranted at this timeVivint has made every effort to resolve this matter with Mr***, and he recently had a system installed at his new home 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***
Initial Business Response / [redacted] (1000, 11, 2015/08/31) */ August 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: May 23, 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 had transferred one of his Vivint services to the new homeowners of this previous residence but continued to be billedHe further alleges that his second service with Vivint was sent to collections when it should not haveMr [redacted] desires cancellation of both of his accounts and all collection attempts to stop Vivint's records show that Mr [redacted] stopped making his monthly payments after April As such, the account was cancelled for non-payment on October 2014, and was sold to an outside collections agencyMr [redacted] made a payment of $to reinstate service in November Vivint again did not receive any payments after December and the account was cancelled and sold to an outside collection agency in April At this time Mr [redacted] must settle the debt with the outside collection agency Vivint does not have records of the other account in question and will require some additional information to find the accountI would advise Mr [redacted] to call into Vivint's Customer Care department to assist us locating the correct account If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department - Legal Sincerely, Nathan BW [redacted] Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is very typical of a Vivint response - the direction to call Vivint [redacted] and confusion about the issues even to the point where they call me by the wrong name in the response This is evidence of how they have confused the two accountsfor two locations in two citiesThe account was closed but there was no reason to send it to collections as the account was current when the house was sold and Vivint was provided with all transfer documentation when the house was soldAny collections action should have been made against the new ownerI have supplied Vivint with reems of documentation around this via email, mail and in conversation and they still have not corrected it with the collections agencyThis is what I require: a confirmation in writing that the account is closed in good standing AND notification to the Collections agency which I have also provided the full evidence package to Account - the account was suspended on the telephone advice from their agent during a home renovation in The account was current when it was suspended and the bill was paid during the renovation despite the fact that it was suspendedWhen I asked to bring the services back online I was told there was a reinstatement fee which I refused to pay as I had paid the bill without service during the reno and on their advice! The account was paid by cheque in I have a copy of the cheque which was cashed and is with Vivint as they had sent the account to collections - probably because they confused it with account (that is what account NUMBERS are for....)They informed me that once an account goes to collections they cannot transfer the paymentI am still not entirely sure why this account went to collections when the bill was being paid as per the account statements I also provided this to Vivint and collections as evidence of their incompetence and inaccurate records I sent Vivint and the collection agency all of this evidence by mail and fax(July) before I made this complaintI do not want to call Vivint as it does no good no matter who I talk toNo service agents take action, give accurate advice or are honest Vivint has stopped sending invoices for account but I have no understanding of where I am at with the collections agencyI require WRITTEN confirmation that the accounts are closed with account numbers noted and an indication that there is no balance owingAlso, confirmationthey have been sent to collections in errorUntil that time, I will not be satisfied [redacted] Final Business Response / [redacted] (4000, 20, 2015/10/01) */ October 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: April 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint will not provide a written response of full account details through the Revdex.com until Mr [redacted] can be verified with his verbal passwordIf Mr [redacted] desires he may call into Vivint to request a full transcript of his account details to be sent to his email address or home address Regardless, to put this matter to rest Vivint has removed Mr [redacted] from collections his accounts are cancelled and he has no further obligation to Vivint or any third party collection agency 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 [redacted] Final Consumer Response / [redacted] (4200, 22, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Vivint and spoken with Samantha in Customer LoyaltyI provided her with my verbal password and she has indicated that two letters with confirmation as noted above will be mailed to my home addressHowever, I am hesitant to close the inquiry until those letters arrive
June 17, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: Date of Agreement: July 6, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] states that she moved and paid the balance of her Agreement with Vivint to cancel, but that her account was not cancelled immediatelyMs [redacted] explains that during the month that her account was still open, she incurred a alarm fee and was charged by Vivint for another month of serviceShe desires no association or charges from Vivint since May 12, when she called to cancel her service Vivint's records indicate that Ms [redacted] 's account was cancelled on June 14, 2016, and a refund of the payment taken on June 6, 2016, in the amount of $72.44, was sent back to the bank account on file on June 13, At this time, Vivint will send an additional refund back to the bank account on file in the amount of $75.00, to assist with the alarm fee Ms [redacted] says she was charged Vivint's records show that Ms [redacted] signed an agreement with Vivint on July 6, 2013, in which she agreed that either party may terminate the Agreement at any time upon at least thirty (30) days written prior notice to the other party, and that, if terminated, the Agreement ends on the last day of the thirty (30) day notice period (Vivint Purchase and Services Agreement, Section 2.4)A written notice of cancellation was provided by Ms [redacted] on May 12, 2016, and her account was invoiced for service automatically on June 6, before the cancellation was completeVivint has refunded this payment and apologizes for any inconvenience caused by this misunderstanding 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, 10, 2015/10/21) */ October 21, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 3, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] alleges that his alarm was triggered on July 17, 2015, but requested that a guard not to be dispatched to his homeMr [redacted] further alleges that he was charged a alarm fee though he cancelled the dispatchMr [redacted] desires a refund of this fee Vivint's records indicate Vivint's monitoring station received an alarm signal on July 17, Vivint attempted to make contact with Mr [redacted] over the panel, but the monitoring agent was unable to reach Mr***Vivint attempted to contact Mr [redacted] by phone, but was unable to reach himThe monitoring agent requested a dispatch of the guard service in Mr***'s areaAfter the dispatch, Mr [redacted] contacted Vivint to cancel the dispatchVivint contacted the guard service and requested cancellation of the dispatchVivint followed the protocol of cancelling the dispatch, but the guard company still invoice for a guard dispatch fee Vivint's records indicate that on June 29, 2013, Mr [redacted] signed a Purchase and Services Agreement, representing that he agreed to an initial term of sixty (60) months of service, and a monthly fee of $during this termThe Agreement states that Mr [redacted] agrees if a alarm fee is charged, he would be responsible for this fee (Section 11)Vivint will pay this fee for the customer to insure a guard will continue to be dispatched in case of emergencyVivint will then invoice the customer for this feeMr [redacted] is responsible for the fee A representative from Vivint has contacted Mr [redacted] in regards to his dispute of the chargeIf Mr [redacted] wishes to dispute the charge further, he would need to contact the guard company If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan B [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dispute this charge that the reason are The term of 5-year contract seems unreasonable to customer [redacted] After they installed Vivint's devices, I found out (a) the overhead garage sensor should be placed at another door entry to avoid from weather or animal effect triggered for alarm; (b) the flood detective sensor should be placed at the lowest position in my basement because I have experienced basement watering during the sum pump out of order but the sensor did not trigger [redacted] [redacted] Should Vivint need to work for customer and get refund from guard dispatch company for this mis-charge or bear $charge itself? [redacted] I hope Revdex.com can help me to get a solutionThank you Regards, [redacted] Final Business Response / [redacted] (4000, 23, 2015/11/23) */ November 23, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 3, To Whom It May Concern: In his rebuttal, Mr [redacted] alleges he has contacted the guard company, but stated they will only work with VivintMr [redacted] desires the refund of the alarm fee Vivint maintains its stance in regards to Mr***'s accountVivint has reviewed the alarm in question multiple times and concluded Vivint followed its policy regarding this alarmVivint has no say over the policies the guard service has in placeMr [redacted] did call into Vivint Customer Care department on November 11, and was given a credit for $15.00, but Mr [redacted] is responsible for the additional $ If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan B [redacted] Final Consumer Response / [redacted] (4200, 25, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will continue to look for a solution
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]
Initial Business Response / [redacted] (1000, 13, 2015/09/03) */ September 3, Revdex.com of Canada 3400-St Edmonton, AB T5J 3S RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: May 18, 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 resolvedMr [redacted] 's account is cancelled, and he has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, Nathan W Initial Consumer Rebuttal / [redacted] (2000, 15, 2015/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) To whom it may concern, I was contacted by a vivint representative, who in turn cancelled the account with no money obligation to either partyIt was handled promptly verblyJust waiting for it on paper Best regards
July 7, 2016Revdex.com of UtahW SSalt 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 respondIn Mr***’s response he explains that he was not told what action Vivint is going to take about the sales representative who came to his home.A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint will handle this matter internally through talk with the sales representative managerMr [redacted] may contact Vivint’s representative who reached out to him directly if he has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
July 1, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] 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 concernsBecause Ms [redacted] is not a Vivint customer the options Vivint has are limitedHowever, Vivint has informed the Sales Manager in the area regarding this situation so it can be avoidedMs [redacted] may contact Vivint’s representative directly if she has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, [redacted] Chief Compliance Officer
June 22, 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 A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsBecause Mr [redacted] is not a Vivint customer the options Vivint has are limitedHowever, Vivint has informed the Sales Manager in the area regarding this situation so it can be avoidedMr [redacted] may contact Vivint's representative directly if he has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, [redacted] Chief Compliance Officer
Initial Business Response / [redacted] (1000, 8, 2015/07/29) */ July 29, Revdex.com Ave Edmonton, AB T5P 0L RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: May 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] alleges that she received a alarm fee and that she was not satisfied with the response to her alarm activationMs [redacted] desires compensation for her $alarm fee, and information about the cancellation of her account Vivint's records indicate that on May 10, 2010, Mr [redacted] signed a Purchase and Services Agreement with VivintThis Agreement states that Mr [redacted] is responsible for alarm fees charged by any government agency or third party (Purchase and Services Agreement, Section 11)As such, Vivint did not cover the alarm fee charged to Ms [redacted] A representative from Vivint has attempted to contact Ms [redacted] , in an effort to resolve this matterIn an effort to assist Ms [redacted] , a credit in the amount of $has been applied to her Vivint account to assist with the alarm feeIf Ms [redacted] has any further questions or concerns regarding her Vivint account or service, she may contact this representative, or she may call Vivint's Customer Loyalty department at X-XXX-XXX-XXXX If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/10/03) */ October 3, 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 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] alleges that she is not satisfied with her Vivint system even after having a service visit to address equipment complications, that she was never told at the time of sale about a Right of Rescission period, and that Vivint will not allow cancellation of her Agreement at this timeMs [redacted] desires cancellation of her Agreement without penalty Vivint relied on Ms [redacted] 's representations during a telephonic Pre-Installation Survey on August 6, 2015, to ensure that she understood her commitment to Vivint pursuant to the signed Purchase and Services AgreementVivint also has record that Ms [redacted] notified Vivint of equipment complications, and a Field Service Professional was dispatched to her home to address these issues At this time, to assist Ms [redacted] , Vivint will agree to cancel the account without penalty, if Ms [redacted] will allow Vivint to retrieve its equipment from her homeA representative from Vivint will contact Ms [redacted] to schedule an appointment for the removal of equipmentFollowing retrieval of Vivint's equipment, Ms [redacted] will have no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] XXXXX, or fax number: (XXX) XXX-XXXX, attention [redacted] - [redacted] Sincerely, Nathan [redacted] W [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really appreciate thatThank you so much
Initial Business Response / [redacted] (1000, 5, 2016/05/24) */ May 24, 2016 RevDex.com of Central and Northern Alberta 16102 100 Ave Edmonton, AB T5P 0L3 RE: Consumer [redacted] ... [redacted] To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that when he called in January to confirm the cancellation of the account in March, he was not informed about the 30 day notice of cancellation. Mr. [redacted] desires the cancellation of the account. Vivint's records show that Ms. [redacted] , the contact signer on the account attached to Mr. ***'s home, signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months. She also represented that she would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term. Ms. [redacted] also agreed to provide Vivint with a 30 written notice of cancellation prior to the desired end date of the agreement, if not the account would automatically continue on a month to month basis (Section 2.4). Vivint's records further show that Vivint was not provided with a written notice of cancellation until May 13, 2016. As such Vivint would not close the account until June 13, 2016. However, in an effort to assist Mr. ***, Vivint has agreed to close the account as of today and refund him the most recently monthly monitoring fee on the account. $72.44 has been refunded back to the checking account one file. Please allow 7 to 10 business day for the refund to be reflected on the account. Sincerely, Nathan [redacted] Chief Compliance Officer Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] We will accept the business's offer to re-mediate this issue.
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ March 8, 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 Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsA resolution has been agreed upon, and is in the process of being resolved to Ms***'s satisfactionIf Ms [redacted] has and additional concern or question, she may contact the representative directly 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, 2016/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, I accept the response offered to me from Vivint because the issue will be resolved before I leave, even if it is only one day sooner, it is still before I leaveI also will not be charged for a service I have not been able to use, so I do appreciate that [redacted] I do thank the representative that contacted me for her understanding
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]
No, the service provided from Vivint is a full alarm system. The smoke detectors are only one part of the whole service, but one of the most important ones. The service and sensors in general have given me issues frquently, but the failure and poor installation of the smoke detectors was the las t straw and the reason we filed a complaint due to its seriousness. I've attached the contract. ***
Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ June 3, 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 28, 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 Mrand Ms [redacted] in an effort to resolve this concernVivint'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] XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.) We feel that the Vivint miss-represented their service in order to make a saleThe salesman did not inform us that we had to purchase a separate internet service in order for it to work properly( A Vivint representative gave us this information a year later: June 2016) We would not have purchased the service if we had known because the cost of a separate internet service to run Vivint would not be cost effective to our business Vivint has offered to down grade our service to one that we do not need and would not be of use to usThey have also stated that we can not cancel the service they did however give us the option of selling it to someone elseWe do not wish to become Vivint salesmen or pass along a faulty serviceAlso Vivint keeps stating that this is a service for our home and it is notWe purchased it for our business to monitor a gift shop and staff
July 10, [redacted] *** [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she cancelled her account; however, she was charged for a full month rather than the five days that she used the system during that monthMs [redacted] requests a refund of the pro-rated amount At this time, Vivint is willing to refund Ms [redacted] the amount of $ However, it should be noted that Vivint received Ms***’s notice of cancellation on June 1, Ms***’s payment date is on June 26, Ms***’s account was scheduled to be cancelled thirty days later on July 1, Despite the information mentioned, Ms [redacted] will receive her refund within 7-business days on her credit card [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer
July 18, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that she needs to cancel her account and want to come to a reasonable buyout amount.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 satisfactionVivint has received a buyout payment and so Ms [redacted] ‘s account has been canceled as of July 18, Ms [redacted] may contact the representative who reached out to him directly if he has any questions.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