Vivint Smart Home Security

September 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: September 12, 2016           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 concerns. Vivint’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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted]...

and appreciate the opportunity to respond. Vivint’s records indicate that Mr. [redacted] is scheduled for installation on June 16, 2017. I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 6, 2015To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] restates that she has been experiencing issues with her equipment and that Vivint has neglected to fix the issue. She further claims that she has moved homes and that Vivint has informed her she will need to purchase new equipment to be installed in the new home.At this time, Vivint is willing to offer a 50% discount on her remaining contract or a free appointment to remove the equipment from her old home and re-install it in her new home. Vivint’s records show that on April 6, 2015, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  By signing this Agreement, Ms. [redacted] represented that she understood and accepted all terms of the contract, including that the equipment’s operation is not under warranty and that Vivint will provide service as soon as possible, within business hours. Due to a low technician count and high demand in the area, there is currently a waitlist for appointments. Vivint has credited Ms. [redacted]’s account in order to compensate for the wait.  Vivint’s standard practice regarding a customer moving homes is to remove the system from the previous home and re-install it in the new home. Upon initial installation, Vivint provided over $2,000.00 worth of equipment to Ms. [redacted] at no charge, and any additional equipment must be purchased at her expense.In resolution to this matter, Vivint agrees to the above offer. Ms. [redacted] may contact Vivint representatives at her earliest convenience to schedule a free appointment, or to buyout the remainder of her contract. Currently, Ms. [redacted] has thirty-three (33) months remaining in her contract. At a monthly rate of $64.99, the current buyout amount is $2,144.67. However, Vivint will accept $1,072.00 to cancel the account. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 27, 2016To 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 has been experiencing issues with her equipment and Vivint has neglected to schedule a technician to address her concerns. She is requesting immediate cancellation without penalty.At this time, Vivint is willing to offer an appointment to fix any equipment issues at no charge, and two months of free service to compensate for any inconvenience.Vivint’s records show that on July 27, 2016, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  By signing this Agreement, Ms. [redacted] represented that she understood and accepted all terms of the contract. This includes Vivint’s disclaimer that the equipment’s operation is not under warranty, and the guarantee that Vivint will provide service as soon as possible, within business hours. Reparation, rather than cancellation, is the appropriate step to take in this situation.Due to the above information, Vivint agrees to the stated offer. Ms. [redacted] may contact Vivint’s representatives at her earliest convenience to schedule a free appointment and take advantage of the offered two months of free service.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 22, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 25, 2013                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he experienced a false alarm as a result of a burglary alarm going off at his home. He further explains that Vivint did not notify him via phone prior to dispatching the alarm; as such, his city charged him a false alarm fee. Mr. [redacted] requests cancellation of his account.   At this time, cancellation without penalty is not warranted.   Vivint’s records indicate that the proper procedure was followed upon dispatching the police to Mr. [redacted]’s residence on November 19, 2016. Mr. [redacted] was provided with the recordings of the calls that were made to him by Vivint prior to dispatch.   Additionally, it should be noted that in section 10 of Mr. [redacted]’s System Purchase and Services Agreement (“Agreement”), it states:   If a false alarm fine or penalty is charged to us, the center, or you by any governmental agency or third party, you will pay for the charge.   Due to the information mentioned, cancellation without penalty is not warranted. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1172.83; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 50%, bringing the total payoff amount to $586.41.   If Mr. [redacted] would like to take advantage of this offer, he may contact [email protected].   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because, if you see the attached I have copies of my complaints ever since a representative informed me that if I didn't have the email regarding cancellation there was nothing I could do. He said I was stuck. I have more conversations with your representatives. In addition, there are several different contracts. Your representative said that with the discount we would be paying $60 a month which was what we were doing with previous security system that we had for approximately 4 years. I had no reason to increase in price especially when I'm in the process of moving. Also when I esigned there were no numbers do when the initial charge was processed by my bank that came to a total surprise. Then I begin seeing charges for $91 after taxes I became upset. I feel lied to and misled by your representative. If you need more of the complaint documents that I have I can provide them also. 
[redacted]

March 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 19, 2015           To Whom It May Concern:I have...

reviewed the information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mrs. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter will be resolved upon response of Mrs. [redacted]. A Vivint represented has provided a direct number that Mrs. [redacted] can contact when she is ready to schedule a service technician.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

 April 30, 2014 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 had a break-in on June 6, 2016 and that Vivint did not contact her or the police.  Ms. [redacted] states that, despite her efforts and a letter from her attorney, Vivint has not compensated her for her losses or damages to her home.  She desires monetary compensation in the amount of $18,598.70 and a refund of payments she made for alarm service.  To assist Ms. [redacted], Vivint agreed on November 29, 2016 to cancel her contract and waive the remaining months in her initial term.  Vivint has also advised Ms. [redacted] that, if she would like to open a claim and request compensation for losses related to the break-in, she may send a police report from the incident via email to: [email protected].  Ms. [redacted] has not provided Vivint with any such documentation.Vivint’s records indicate that Ms. [redacted] contacted Vivint regarding a break-in on June 14, 2016, and she indicated that her alarm panel had been taken from the wall.  Vivint sent a technician to her home on June 16, 2016 and the main and secondary panels were replaced at that time.  Vivint’s Central Station sends signals to each customer’s panel monthly to ensure that the panel is communicating correctly.  Ms. [redacted]’s system reported correctly every month, and the last successful test before the alleged incident was on May 25, 2016.  The new panel also tested successfully, with the last successful test completed on November 13, 2016.  A refund of monthly service fees paid by Ms. [redacted] is not warranted. By signing her System Purchase and Services-Retail Installment Contract on April 30, 2014, Ms. [redacted] represented that she understood and agreed to the initial term of thirty-six (36) months and the monthly services fee of $49.99, plus any applicable taxes, each month during that term. The Contract states that Vivint does not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event (Section 4). The Contract further states that Vivint is not an insurer of premises or property, and that our liability is limited even if a breach in the system is confirmed (Section 18).  Vivint is not responsible for any loss or damages to Ms. [redacted]’s home resulting from the alleged break-in.  However, Vivint has cancelled Ms. [redacted]’s contract prematurely at her request, and she has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: May 26, 2008           To Whom It...

May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that Vivint has not monitored his account for twelve (12) months. As such, Mr. [redacted] requests a refund of $540.00 and cancellation of his account.Vivint agrees to cancel Mr. [redacted]’s account.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Vivint communicated to Mr. [redacted] that the cell chip in his panel was going out of date and needed to be upgraded. Mr. [redacted] then called into Vivint on March 9, 2017. During that call Vivint offered to upgrade Mr. [redacted]’s equipment. Mr. [redacted] stated that he would think about that option and call back into Vivint. Vivint’s records show that the next time Mr. [redacted] called into Vivint was on January 25, 2018 requesting cancellation of his account. Due to this information no refund is warranted. Despite the information presented Vivint agrees to the above resolution. Mr. [redacted]’s account has been cancelled as of February 2, 2018. Mr. [redacted] no longer has any obligation to Vivint. If Mr. [redacted] has any questions or concerns he may contact the Vivint representative who reached out to him.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:...

June 3, 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. [redacted] states that he was misled by a Vivint sales representative in regards to the energy saving he would receive by installing a Vivint Smart System and the credit he would receive to his billing account by providing the Vivint sales representative with referrals. Mr. [redacted] further states that he has been experiencing equipment complications with his Vivint system that have not been resolved. Mr. [redacted] desires cancellation of his Vivint agreement without penalty and a refund in the amount of $141.98.  Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on June 3, 2016 with an initial term of forty-two (42) months, a monthly services fee of $70.99, plus any applicable taxes, during that term.Vivint’s records show that Mr. [redacted] notified Vivint of his equipment concerns on July 12, 2016, and a Vivint technician was dispatched to Mr. [redacted]’s home on July 15, 2016. Mr. [redacted] again called Vivint August 13, 2016 and a Vivint technician was dispatched to Mr. [redacted]’s home on August 25, 2016.  Vivint was not notified of any further equipment issues until recently.  A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1,774.75; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $1,064.85.  Alternately, Mr. [redacted] has been offered a reduced monthly rate by 40% for the remainder of his initial term; bringing his monthly rate to $42.60.  Alternately, Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to her home at no charge. If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232, or he may contact the representative he has been working with directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 5, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 27, 2017                   ...

     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 he has experienced equipment complications with his security system that have not been resolved. He desires to have a credit applied to his billing account for the time his system was not functioning. To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $49.99, which will cover one (1) month of monitoring fees.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 1, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 16, 2012          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 was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement.  Ms. [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation 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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on November 12, 2012. During the recorded Pre-Installation Survey, Ms. [redacted] 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 $[redacted] each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to lower her payoff amount by 50%, bringing the total payoff amount to $[redacted].  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at [redacted].If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

January 20, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: October 6,...

2017           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 was promised a free month of service at the time of sale, but that Vivint has never applied that credit and has advised her recently that her account is past due.  She desires credit for the free month of service that she was promised.Vivint’s records show that Ms. [redacted] contacted Vivint on January 11, 2018 about this concern, and Vivint applied a credit to her account at that time in the amount of $39.99 to cover a monthly services fee.  Ms. [redacted] paid the fees in October, December, and January.  Vivint’s credit paid for the November fee that had been showing as past due.  Vivint believes this matter to be resolved.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 1, 2010           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 he does not owe the $1868.00 currently on his credit report. Mr. [redacted] desires the collection removed from his credit report. Vivint Inc.’s (“Vivint”) records show that Mr. [redacted] signed an Alarm System Purchase and Services Agreement (“Agreement”) upon installation of his Vivint system, in which he 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 $[redacted] each month, plus applicable taxes, during that term.  Vivint sent collection letters to Mr. [redacted] after non-payment starting in July of 2010. Mr. [redacted] contacted Vivint on September 30, 2010, in regards to this collection, however, no payments were made. After September, Vivint cancelled service to Mr. [redacted]’s system as outlined in Section 12 of his Agreement. Unfortunately, due to non-payment on his account, Vivint sold his Agreement to Perfection Collections in June of 2012. The $1868.00 owed is the amount of monies still owed for the Agreement. I would recommend contacting Perfection Collections at ###-###-#### should Mr. [redacted] have further questions regarding this collection. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 22, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]              Vivint Account #: [redacted]              Date of Agreement: May 27, 2017                                                               To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   As previously stated in Vivint’s response on August 16, 2017, a refund of $42.39 was issued to Mr. [redacted]’s credit card and will arrive within 7-10 business days from the date it was issued.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

December 28, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 1, 2015                                                               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 concerns. Vivint’s records indicate that this representative and Mr. [redacted] have agreed upon a resolution. Vivint is in the process of scheduling a system removal appointment after which the account will be cancelled.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

August 27, 2017       Revdex.com of Central and Northern Alberta 16102 100 Ave           Edmonton, AB T5P 0L3 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: June 20, 2014                                                                To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint has sent a cancellation confirmation to Ms. [redacted]’s mailing address. As previously stated, compensation is not warranted.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

February 3, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 5, 2010                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that Vivint was unable to fulfill his request for upgraded equipment. Mr. [redacted] requests cancellation of his account.   At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account.   Vivint’s records indicate that on January 24, 2017, Vivint did offer to send out a technician to complete the upgrade; however, Mr. [redacted] declined this offer.   Despite the information mentioned, Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

May 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 11, 2016           To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she scheduled service appointments several times but nobody showed up, and that Vivint did not address all her equipment problems.  Ms. [redacted] further states that Vivint’s sales representative paid her sign-up fee and continues to try contacting her.Vivint maintains its position that cancellation of Ms. [redacted]’s Agreement is not warranted at this time, and that her account has been transferred to a third party collections agency and must be settled with them.Ms. [redacted] signed a Purchase and Services Agreement on July 11, 2016, with an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  This Agreement provides a Right of Rescission period of three (3) business days following installation, during which time a customer may cancel the Agreement and service for any reason.  Ms. [redacted] did not contact Vivint until September 23 and October 24, 2016 to report equipment problems, and a technician was dispatched to her home and completed a full system inspection on October 27, 2016.  This was the only service visit scheduled by Vivint.  Ms. [redacted] may have requested a technician through her sales representative, but Vivint has no record of that.Vivint has passed Ms. [redacted]’s feedback regarding her sales representative to the appropriate management.  However, Vivint is unable to assist Ms. [redacted] with her billing account as it has been transferred to another company.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, 2010            Date of Addendum: August 18, 2015...

To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that Vivint will not cancel his account because of a renewal completed on the account. Mr. [redacted] does not recall completing the renewal. As such he desires cancellation of his agreement without penalty.At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account without penalty.  Vivint’s records show that on May 29, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on August 18, 2015.  Mr. [redacted] represented that he was interested in extending the term of his agreement in exchange for a lower monthly service fee.  Based upon this representation, Vivint offered a sixty (60) month extension with $10.00 off of his service fee to which Mr. [redacted] agreed. Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint. Additionally, Vivint will refund the most recent payment Mr. [redacted] made on the account. Please allow 7 to 10 business days for the check to arrive in the mail.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer