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 Thank you very much It should never come to this They were informed on the phone a couple/few occasions and two letters were sent They were totally aware of itI greatly appreciate your assistance on this This is the first time I ever contacted your organization and I'm very impressed by the speed you dealt with it Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I do not accept these offers as we were told the best thing about Vivint is we can cancel at anytime without obligationNot to receive a discountI don't feel that these offers are acceptable given the circumstancesWe are wanting our account closed permanently and for our money from February to June to be refunded to us Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ February 2, 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 19, 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 attempted to contact Ms [redacted] in an effort to resolve her concernsVivint's records indicate that this matter is being resolved to Ms***'s satisfactionThe requested refund is being sent back to the checking account on fileMs [redacted] may contact Vivint's representative if she has any further questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, Nathan B [redacted]
Initial Business Response / [redacted] (1000, 6, 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: July 11, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint will be retrieving their equipment on August 8, Vivint has cancelled Ms [redacted] 's account and refunded him the monies he has paid to VivintIf Ms [redacted] has any addition questions, he may contact the representative he has been working with 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, 8, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent another fax to Vivint on the morning of July to confirm the appointment for the 28th and requested additional feedback on my previous commmunicationsNo feedback has been givenThe Vivint technician has arrived between the given times given by Vivint the previous week at 13:The technician was instructed to repair a problem with no further instructionsWe had to inform the technician of the real purpose of his visit and showed him the documentation to dateThis translated into several phone calls by myself and the technician to gain clarity on my requestsThe technician has removed parts of the system that did not impact the immediate working of the systemOne person of Vivint, the sales rep returned my call and sent me on a wild goose chase as beforeI have managed to get hold of a more senior person through the helpline and spent almost hour on the phone with him and his supervisorWe had some heated discussions and no willingness from Vivint's side to admit to any wrong doing or willingness to assist us with the problems we now face with the alarm systemThe technician had another appointment at 14:and had to leave and did not remove the complete system as we had awaiting further instructions Another alarm company has been booked to repair the system on August that is now in disarrayAfterwards it was observed that a portion of the previous system (five monitoring pieces in total) was not installed properly and wiring was hiden behind the panel in the basementPhotos have been sent to a Vivint representation, [redacted] I had a conversation yesterday with [redacted] at Vivint and discussed the original concern of a lack of communicationThe whole ordeal with the alarm system has just confirmed the reason for my original complaint with the Revdex.comCommunication is not the strong point of Vivint, neither the willingness to accept any responsibility or work with customers to resolve issuesThe promises made during the contract negotiations have not been fulfilled and the sales rep washes his hands from it [redacted] Final Business Response / [redacted] (4000, 10, 2015/07/31) */ July 31, Revdex.com of Utah W S Salt Lake City, Utah XXXXX RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 11, To Whom It May Concern: In his rebuttal, Mr [redacted] alleges he is unsatisfied with the service provided and the method of selling the system Vivint maintains its stance that this matter is resolvedVivint's records show that Mr [redacted] 's agreement with Vivint has been cancelled and he has no further contractual obligation to VivintA representative from Vivint has contacted Mr [redacted] , in an effort to resolve these concernsAn appointment has been scheduled for the removal of Vivint's equipment on August 8, Vivint records indicate that $has been refunded to Mr [redacted] 's card on file on July 28, Feedback on Mr [redacted] 's sales representative has been submitted to the representative's manager, and this matter will be handled accordingly 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]
July 11, [redacted] [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 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 his system was never installed properly and he is displeased with Vivint’s customer service He is requesting immediate cancellation without penalty, that Vivint repair any damages done to his walls, and that Vivint pay to have his previous alarm system reinstalledAt this time, Vivint is willing to immediate cancel the accountAny maintenance that needs to be done to Mr [redacted] ’s walls is his responsibility, as is the cost to reinstall another companyVivint’s records show that on June 21, 2017, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) monthsBy signing this contract, Mr [redacted] represented that he understood and accepted all terms of the entire agreement, including that the system’s operation is not under warranty and that it is not Vivint’s responsibility to repair any damage done during installationSystem maintenance, not cancellation, would be the course of action in this situationDespite the information mentioned, Vivint has cancelled the account and Mr [redacted] is under no further obligation to Vivint [redacted] Sincerely, Nathan BW***Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/05/19) */ May 19, Revdex.com of Utah W S Salt Lake City, Utah [redacted] [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 tried to contact Ms [redacted] in an effort to resolve her concernsVivint's records indicate that this matter is being resolved to Ms***'s satisfactionA refund has been issued back to the checking account that Vivint has on file for $Ms [redacted] may contact Vivint's representative directly if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, Nathan [redacted] Chief Compliance Officer Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution from Vivint [redacted]
Complaint: [redacted] I am rejecting this response because: I do not accept the offerI have been treated poorly and I will not payNot once was it mentioned that the "extra" equipment would cost more for a take over accountWe were told $ [redacted] There is $left owing [redacted] ***You did not explain the process and led myself and my ex to believe everything was settled and in order then when the technitian came he told my ex that all the transfer included was the main panelI will copy his message to me below:Hey so we had Vivint come to install at our house and he said if we take the transfer of account from you that would only get us the main panel, and the rest would be over $up front from usSo we will not be taking over the account from You, we will be starting a new account ourselvesSo you will have to call in and do something with your account The tech guy said it's still active so I'm willing to pay for the month of may if there is an amount owingSorry for the inconvenience I was more than willing to take it over but not at this cost [redacted] I want my account cancelled as promised on two occations asap Sincerely, Marie Parfitt
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]
October 19, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requests [redacted] Sincerely, Nathan BW***
April 5, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he was given incorrect information at the time of installation and has been billed incorrectly for his February service Mr [redacted] desires cancellation of the Agreement without penalty.Cancellation of Mr [redacted] ’s agreement without penalty is not warrantedHowever, Vivint has refunded Mr [redacted] $for the Returned Payment Fee which was assessed on his account.Vivint’s records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on May 24, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $each month during that term Further, Mr [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint’s records further indicate that Mr [redacted] ’s February payment was processed on February 24, On March 6, the payment was rejected by the bank and funds were returned to Mr [redacted] In accordance with Vivint policy an $Returned Payment Fee was assessedDespite the above information Vivint has refunded the $Returned Payment FeeMr [redacted] may expect this refund to the card on file within the next 7-business days Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $489.93; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $If Mr [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at 1-800- [redacted] [redacted] Sincerely, Nathan BW***
July 6, [redacted] [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint maintains its position that Ms [redacted] ’s account was not taken over by the indicated third partyMs [redacted] states that the required paperwork to remove Ms [redacted] from the account was sent by Mr [redacted] However, this paperwork was never received from Mr [redacted] and the account has remained in Ms [redacted] ’s nameVivint records further indicate that Vivint representatives offered to allow Mr [redacted] to take over the system and move it to his new home with the same equipment which existed in his previous locationMr [redacted] decided he wanted new, upgraded equipment such as cameras and home automation devices which he would need to purchaseDue to those additional costs Mr [redacted] decided not to move forward with the takeover of Ms [redacted] ’s account.Ms [redacted] remains responsible for the terms of the Agreement However, in an effort to resolve this matter, Vivint has offered a reduced payoff of the Agreement by 50%Additionally, Vivint is willing to move Ms [redacted] ’s service to her current address without charging the standard $fee Ms [redacted] may contact Vivint’s Customer Loyalty department at 1-800- [redacted] to accept either offer[redacted] Sincerely, Nathan BW***Chief Compliance Officer
August 7, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 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 paid out her contract in full; however, her account has been sent to collectionsMs [redacted] requests that her account be removed from collections Vivint’s records indicate that the collections agency was notified on July 24, to remove Ms [redacted] ’ account from collections and her credit will not be affectedVivint apologizes for any inconvenience this may have causedMs [redacted] will not be contacted by Vivint in the future [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much It should never come to this They were informed on the phone a couple/few occasions and two letters were sent They were totally aware of itI greatly appreciate your assistance on this This is the first time I ever contacted your organization and I'm very impressed by the speed you dealt with it Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I do not accept these offers as we were told the best thing about Vivint is we can cancel at anytime without obligationNot to receive a discountI don't feel that these offers are acceptable given the circumstancesWe are wanting our account closed permanently and for our money from February to June to be refunded to us Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ February 2, 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 19, 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 attempted to contact Ms [redacted] in an effort to resolve her concernsVivint's records indicate that this matter is being resolved to Ms***'s satisfactionThe requested refund is being sent back to the checking account on fileMs [redacted] may contact Vivint's representative if she has any further questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: [redacted] Utah XXXXX, or fax number: (XXX) XXX-XXXX, attention Department [redacted] - [redacted] Sincerely, Nathan B [redacted]
Initial Business Response / [redacted] (1000, 6, 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: July 11, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint will be retrieving their equipment on August 8, Vivint has cancelled Ms [redacted] 's account and refunded him the monies he has paid to VivintIf Ms [redacted] has any addition questions, he may contact the representative he has been working with 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, 8, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent another fax to Vivint on the morning of July to confirm the appointment for the 28th and requested additional feedback on my previous commmunicationsNo feedback has been givenThe Vivint technician has arrived between the given times given by Vivint the previous week at 13:The technician was instructed to repair a problem with no further instructionsWe had to inform the technician of the real purpose of his visit and showed him the documentation to dateThis translated into several phone calls by myself and the technician to gain clarity on my requestsThe technician has removed parts of the system that did not impact the immediate working of the systemOne person of Vivint, the sales rep returned my call and sent me on a wild goose chase as beforeI have managed to get hold of a more senior person through the helpline and spent almost hour on the phone with him and his supervisorWe had some heated discussions and no willingness from Vivint's side to admit to any wrong doing or willingness to assist us with the problems we now face with the alarm systemThe technician had another appointment at 14:and had to leave and did not remove the complete system as we had awaiting further instructions Another alarm company has been booked to repair the system on August that is now in disarrayAfterwards it was observed that a portion of the previous system (five monitoring pieces in total) was not installed properly and wiring was hiden behind the panel in the basementPhotos have been sent to a Vivint representation, [redacted] I had a conversation yesterday with [redacted] at Vivint and discussed the original concern of a lack of communicationThe whole ordeal with the alarm system has just confirmed the reason for my original complaint with the Revdex.comCommunication is not the strong point of Vivint, neither the willingness to accept any responsibility or work with customers to resolve issuesThe promises made during the contract negotiations have not been fulfilled and the sales rep washes his hands from it [redacted] Final Business Response / [redacted] (4000, 10, 2015/07/31) */ July 31, Revdex.com of Utah W S Salt Lake City, Utah XXXXX RE: Consumer Complaint Case #: XXXXXXX Complainant: [redacted] Vivint Account #: XXXXXXX Date of Agreement: July 11, To Whom It May Concern: In his rebuttal, Mr [redacted] alleges he is unsatisfied with the service provided and the method of selling the system Vivint maintains its stance that this matter is resolvedVivint's records show that Mr [redacted] 's agreement with Vivint has been cancelled and he has no further contractual obligation to VivintA representative from Vivint has contacted Mr [redacted] , in an effort to resolve these concernsAn appointment has been scheduled for the removal of Vivint's equipment on August 8, Vivint records indicate that $has been refunded to Mr [redacted] 's card on file on July 28, Feedback on Mr [redacted] 's sales representative has been submitted to the representative's manager, and this matter will be handled accordingly 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]
July 11, [redacted] [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 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 his system was never installed properly and he is displeased with Vivint’s customer service He is requesting immediate cancellation without penalty, that Vivint repair any damages done to his walls, and that Vivint pay to have his previous alarm system reinstalledAt this time, Vivint is willing to immediate cancel the accountAny maintenance that needs to be done to Mr [redacted] ’s walls is his responsibility, as is the cost to reinstall another companyVivint’s records show that on June 21, 2017, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) monthsBy signing this contract, Mr [redacted] represented that he understood and accepted all terms of the entire agreement, including that the system’s operation is not under warranty and that it is not Vivint’s responsibility to repair any damage done during installationSystem maintenance, not cancellation, would be the course of action in this situationDespite the information mentioned, Vivint has cancelled the account and Mr [redacted] is under no further obligation to Vivint [redacted] Sincerely, Nathan BW***Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/05/19) */ May 19, Revdex.com of Utah W S Salt Lake City, Utah [redacted] [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 tried to contact Ms [redacted] in an effort to resolve her concernsVivint's records indicate that this matter is being resolved to Ms***'s satisfactionA refund has been issued back to the checking account that Vivint has on file for $Ms [redacted] may contact Vivint's representative directly if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department - Legal Sincerely, Nathan [redacted] Chief Compliance Officer Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution from Vivint [redacted]
Complaint: [redacted] I am rejecting this response because: I do not accept the offerI have been treated poorly and I will not payNot once was it mentioned that the "extra" equipment would cost more for a take over accountWe were told $ [redacted] There is $left owing [redacted] ***You did not explain the process and led myself and my ex to believe everything was settled and in order then when the technitian came he told my ex that all the transfer included was the main panelI will copy his message to me below:Hey so we had Vivint come to install at our house and he said if we take the transfer of account from you that would only get us the main panel, and the rest would be over $up front from usSo we will not be taking over the account from You, we will be starting a new account ourselvesSo you will have to call in and do something with your account The tech guy said it's still active so I'm willing to pay for the month of may if there is an amount owingSorry for the inconvenience I was more than willing to take it over but not at this cost [redacted] I want my account cancelled as promised on two occations asap Sincerely, Marie Parfitt
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]
October 19, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requests [redacted] Sincerely, Nathan BW***
April 5, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he was given incorrect information at the time of installation and has been billed incorrectly for his February service Mr [redacted] desires cancellation of the Agreement without penalty.Cancellation of Mr [redacted] ’s agreement without penalty is not warrantedHowever, Vivint has refunded Mr [redacted] $for the Returned Payment Fee which was assessed on his account.Vivint’s records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on May 24, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $each month during that term Further, Mr [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint’s records further indicate that Mr [redacted] ’s February payment was processed on February 24, On March 6, the payment was rejected by the bank and funds were returned to Mr [redacted] In accordance with Vivint policy an $Returned Payment Fee was assessedDespite the above information Vivint has refunded the $Returned Payment FeeMr [redacted] may expect this refund to the card on file within the next 7-business days Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $489.93; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $If Mr [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at 1-800- [redacted] [redacted] Sincerely, Nathan BW***
July 6, [redacted] [redacted] ***RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint maintains its position that Ms [redacted] ’s account was not taken over by the indicated third partyMs [redacted] states that the required paperwork to remove Ms [redacted] from the account was sent by Mr [redacted] However, this paperwork was never received from Mr [redacted] and the account has remained in Ms [redacted] ’s nameVivint records further indicate that Vivint representatives offered to allow Mr [redacted] to take over the system and move it to his new home with the same equipment which existed in his previous locationMr [redacted] decided he wanted new, upgraded equipment such as cameras and home automation devices which he would need to purchaseDue to those additional costs Mr [redacted] decided not to move forward with the takeover of Ms [redacted] ’s account.Ms [redacted] remains responsible for the terms of the Agreement However, in an effort to resolve this matter, Vivint has offered a reduced payoff of the Agreement by 50%Additionally, Vivint is willing to move Ms [redacted] ’s service to her current address without charging the standard $fee Ms [redacted] may contact Vivint’s Customer Loyalty department at 1-800- [redacted] to accept either offer[redacted] Sincerely, Nathan BW***Chief Compliance Officer
August 7, [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 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 paid out her contract in full; however, her account has been sent to collectionsMs [redacted] requests that her account be removed from collections Vivint’s records indicate that the collections agency was notified on July 24, to remove Ms [redacted] ’ account from collections and her credit will not be affectedVivint apologizes for any inconvenience this may have causedMs [redacted] will not be contacted by Vivint in the future [redacted] Sincerely, Nathan BW [redacted] Chief Compliance Officer