Vivint Smart Home Security

October 13, 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 28, 2008                                                                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 has experienced difficulty regarding his attempt to cancel his account. Mr. [redacted] requests that Vivint cancel his account.   Vivint’s records indicate that a payoff amount was previously agreed to and the payment was processed. Mr. [redacted]’s account has been 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

April 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 2013           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 offered a month to cancel his Vivint account. He then claims to have called in after two weeks in order to cancel, but was informed he’d only had three days to cancel. Mr. [redacted] is requesting immediate cancellation of the contract, without penalty. Vivint’s records indicate that the first cancellation request was received on May 11, 2015, which means that Mr. [redacted] was no longer within his 30-day Right of Rescission period. As of June 30, 2015, the account has been cancelled and sent to a collections agency due to a lack of payment.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:The rebuttal submitted by Mr. W[redacted] states that Vivint investigated the event that occured in June. Mr. W[redacted] then states that I have been supplied the proper documentation to transfer the account to my name. Mr. W[redacted] then refers back to the original contract signed by my wife in December of 2014.The information, as dictated by Mr. W[redacted], is brief and vague. "Proper monitoring procedures" is terminology that is not defined within the terms of services. The only place I am left as a customer, to determine what the aforementioned procedures are, is by their representatives. These representatives, I have been further informed, are third party representatives, which their contract explicitly states that they do not assume liability for statements made by third party representatives. However, there is no reasonable way for a customer to assume that these representatives are not direct employees of Vivint when they arrive on the property in a truck with Vivint written on the side and wear bright orange polos with "Vivint" on them. The uniform appearance gives the impression that these are direct employees of Vivint and it is reasonable, knowing what I know now, to suspect the intention of either party in the manner of their presentation given the disclosure within the contract. That being said, Mr. W[redacted]'s rebuttal is easily misread. When Vivint called local dispatch to report the alarm being triggered, that is when they were informed that they would send a police officer to the location. Based on the information supplied to me by Mrs. J[redacted], Vivint had no further contact with the police until after my wife arrived at home and called to report the false alarm (which was again due to a hardware failure and not due to user error). My wife then reported the false alarm at 0811 hrs (alarm deactivated and call initiated at 0809) and was informed that police were still on their way, this is verified by reviewing the recorded phone call I was supplied. Following that phone call, a vivint representative contacted the police department and was told that the house had been cleared at 0808 hrs. This is not strictly impossible if my wife missed the police by mere seconds, but this is a matter that I will follow up with the local police department about since it is not directly within the control of Vivint. It is important to recognize that as a consumer, I would have no way to gain access to any of this information without being given access, as I now have. This information was not supplied until the issue was elevated to the legal department and a Revdex.com complaint had been submitted. The "lengthly phone call" referenced by Mr. W[redacted] would have been a mutually beneficial time to supply that information, though the ideal time for the receipt of that information would have been the same day as the incident. This is not a requirement, and does not represent a breach of services, but it does represent a portion of the struggle my wife and I have had with the customer service rendered by Vivint.Mr. W[redacted] then references a representative contacting me to attempt to resolve this issue, and then subsequently supplying me with the recordings from three phone calls. Two calls from Vivint to the PD, one reporting the alarm and one reporting the false alarm (where they were informed the house had been cleared), and a third call from my wife to Vivint reporting the false alarm. That is true, however, this did not occur until I had already submitted a complaint to the Revdex.com following a conversation with several customer service representatives who told me that there was nothing that they could do and no one that they could put me in contact with to seek resolution to this incident. Mrs. J[redacted] has been incredibly helpful and I greatly appreciate her contacting me, but she represents an incredibly small fraction of my overall negative experience with Vivint's customer service attempts. If I had never elevated this issue to their legal department (where Mrs. J[redacted] is employed), then I would not have received this positive customer service experience from Vivint. It is also important to note that it is not due to employee fault or action that the experience has been negative. Each representative has seemed willing to help, but almost every single person reported that they were "unable to help" with my problem. This is the same reason why my wife and I spent an hour and a half on the phone, largely on hold, in the first place since each department we contacted then transferred us to another department for the issue of attempting to switch the name on the contract from my wife to myself. Mr. W[redacted] then further states that I have been provided the required documents to perform such a transfer. During my initial phone call to Vivint that precipitated this incident, I was not even aware that I would have to fill out documents and then submit them. Sales representatives had previously told us that it would be resolved on the phone. The customer service representatives on 20150807 didn't offer any new information regarding the process to transfer the account, and it was not until Mrs. J[redacted] contacted me that I was even informed how the process worked. She offered to send me the documents on 20150813 (which she did) six days after my initial phone call with Vivint and after my complaint to the Revdex.com. Although she was stated that she was unaware of the complaint to the Revdex.com, this is incongruent with the impression that can be gained from Mr. W[redacted]'s statement. My wife did sign a contract, which we thought was reasonable at the time of signing, but with new information, specifically in regards to the rejection of liability for third party persons. Had we been aware that the statements being made by the sales persons were not representative of the company in any way, we would have been inclined to cease all dealings with such individuals. We believed, reasonably, that the sales persons we interacted with and the products we used were first party; we were never explicitly told, nor was it reasonable to conclude, that these things would fall under Vivint's third party liability clause. This feels like it was intentionally misleading. I have indicated that I do not accept this response to resolve this complaint, however, I would be satisified to first attempt to resolve this through Mrs. J[redacted] and out of public venue.

February 14, 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 7,...

2009        Date of Addendum: January 4, 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 recently agreed to an extension of her Agreement in exchange for an upgraded system and reduced monthly rate.  Ms. [redacted] states that she has since had problems with the billing and the upgraded equipment that have not been resolved. As such, Ms. [redacted] explains that she has requested cancellation, but that Vivint refuses to cancel her Agreement or refund the monies she paid for her upgrade.  Ms. [redacted] desires a refund in the amount of $227.00 and cancellation of her Agreement and service. At this time, Vivint agrees to refund Ms. [redacted] $227.00 back to her bank account on file.  This amount was paid on January 13, 2017 for a new upgraded alarm panel which has not yet been installed in Ms. [redacted]’s home.  Vivint also agrees to cancel Ms. [redacted]’s Agreement and service at her request, effective immediately.Although Ms. [redacted] agreed to a 36-month extension of her Agreement term on January 4, 2017, Vivint confirms that the system has not yet been upgraded, and agrees to the above resolution in this matter.  Ms. [redacted] has no further obligation to Vivint at this time, and she may expect her refund back in her bank account in 7-10 days.  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, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Sheryl R[redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2012            To Whom It May...

Concern:I have reviewed the information provided by Ms. R[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. R[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. R[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 25, 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: June 25, 2016                                                                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 was promised a free activation fee and $40.00 monthly payments for the first year of service.   Vivint previously submitted a $99.00 refund on August 21st which covers the activation fee. Vivint also submitted a refund today on August 25th of $24.80 to reimburse her for the extra $20.00 she paid towards her first monthly payment on July 9th. In addition, Vivint has agreed to lower her monthly fee to $40.00 for the remaining months of her first year of service as promised by her sales representative.   Vivint apologizes for any inconvenience this may have caused.   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] 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: July 2, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] requests that Vivint credit her account an additional three months for downtime of her equipment.    Although Vivint believes that the previous offer made to Ms. [redacted] was a fair offer; in an effort to resolve this matter, Vivint has agreed to apply an additional credit of $[redacted]. The total credits been applied to Ms. [redacted] is $[redacted], equaling six months of her service fee. 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 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Clyde J[redacted] Vivint Account #: [redacted] Date of Agreement: June 4, 2011           To Whom It May Concern:I have...

reviewed the information provided by Mr. J[redacted] and appreciate the opportunity to respond. In his complaint, Mr. J[redacted] alleges that he requested cancellation of his account shortly after his wife’s death, and that Vivint continues to bill him for service and this has resulted in overdraft fees. Mr. J[redacted] desires cancellation of the Agreement, and a refund of the monies he has paid to Vivint since February 2015. Vivint’s records show that Ms. Betsy J[redacted] signed an agreement with Vivint on June 4, 2011, in which she agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  Vivint has record of Mr. Clyde J[redacted] calling to notify Vivint of Betsy’s death and his desire for cancellation of the account on May 9, 2015.  Vivint recently received the required documentation, and has cancelled Ms. J[redacted]’s account.A representative from Vivint has contacted Ms. Vickie T[redacted], in an effort to resolve these concerns.  In addition to cancelling the account immediately and in an effort to assist Mr. J[redacted], a refund in the amount of $[redacted] is being sent back to the bank account on file, to refund the last three (3) monthly payments and the documented overdraft fee from Mr. J[redacted]’s bank on July 2, 2015. 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, Nathan *. W[redacted]

October 15, 2016Revdex.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, 2016        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 she came to find out that the reason she was receiving collection calls even though she had paid her bill was because there were two active accounts at her address. Ms. [redacted] desires an explanation of why there are two active accounts, a credit of the payments she has made, and the cancellation of the account without penalty. Vivint’s records indicate that how two accounts became active as the same address and caused the confusion was the result of an account takeover that did not follow the proper protocol in place for one individual to takeover another’s account. Vivint previously had an account with a past resident at the address where Ms. [redacted] was listed as a secondary user. In February of 2016, Vivint received word from the previous account holder that he would be moving and wanted to know what options he had in regards to the account. Vivint explained these options to the account holder, and he said he would call back once he had discussed it with Ms. [redacted] given she was the secondary account holder. In March of 2016, Vivint received a call from Ms. [redacted] stating the previous account holder would be moving but she was not sure of the timeframe. The Vivint representative began the process of an account takeover, which includes creating a new account even though she was a second account holder; this is in part to prevent any security breaches to the account. However the previous account was not closed due the date to officially takeover the account was not in place. Ms. [redacted] officially took over the account on July 27, 2016. Due to a clerical error, the previous account with Ms. [redacted] name as a secondary account holder was submitted for closure, but was never received final approval. This caused the account to remain as active in Vivint’s system. Typically Vivint’s accounts are setup with a customer’s banking account attached which directs where the payment would be sent. However, Ms. [redacted] elected to receive a direct invoice and mail in a check each month. Given her name was attached to the previous account; the check was then applied to the older account which caused the new account to become overdue. Once Vivint’s Customer Care department was alerted to this fact, the previous account was closed and a check was mailed to Ms. [redacted] on October 7, 2016 to refund payments made during this time. Vivint has also zeroed out the balance of Ms. [redacted]’s current active account. Vivint apologizes for any confusion Ms. [redacted] may have endured regarding this matter, but believes this matter has been resolved. Cancellation of Ms. [redacted]’s account 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

November 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, 2016           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 matter is in the process to being resolved to Mr. [redacted] satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. 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

March 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 20, 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 he has been having issues with his doorbell camera and that it is not functioning properly. Mr. [redacted] desires a full refund of his account and cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty from Vivint Inc. (“Vivint”). A representative from Vivint has contacted Mr. [redacted] in an attempt to resolve the issue. No response has been received since Vivint’s last communication and offer. Vivint’s records indicate that on 8/30/2015, Mr. [redacted] called Vivint and indicated that his system was not working properly as the panel was not alerted when he triggered a sensor and that the doorbell camera wasn’t working and showed as being “offline”. An appointment was scheduled for 9/18/2015. On 9/18/2015, the technician arrived at his residence to assess the situation and repair, but no one was home. A note was left on his door asking him to contact Vivint to reschedule.  On 09/19/2015, a phone call was placed to Vivint in which he indicated that he was still experiencing problems with the doorbell camera. The representative he spoke with attempted to troubleshoot over the phone and was escalating the call but the call was lost during transfer. On 11/30/2015, he called and indicated that his doorbell camera was not working. An appointment was scheduled for 12/15/2015. On 12/15/2015, the technician arrived at his residence but no one was home. The technician was able to reach him via phone in which it was explained that he was not aware of said appointment and that he would have to reschedule.Vivint is willing to credit Mr. [redacted] six (6) months of credit for the issues incurred. Vivint would also 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 charge. Should Mr. [redacted] accept this offer, I would recommend to Mr. [redacted] that he contact the representative he has spoken with to schedule an appointment, alternatively he may contact Customer Care at ###-###-#### to schedule the appointment. 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 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Stephen B[redacted]  Vivint Account #: [redacted] Date of Agreement: May 17, 2010           To Whom It May Concern:I...

have reviewed the information provided by Mr. B[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. B[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. B[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted] and [redacted]       Vivint Account #: [redacted]       Date of Agreement:...

July 1, 2016           To Whom It May Concern:I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. and Ms. [redacted] in an effort to resolve their concerns and has sent an email with contact information.  Vivint is willing to cancel the Agreement without penalty at this time.  Mr. and Ms. [redacted] have no further obligation to Vivint.  They may contact Vivint’s representative with any further questions or concerns.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
3, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]            Vivint Account #: [redacted]             Date of
Agreement: August 4, 2014To Whom It May Concern:In her rebuttal, Ms.
[redacted] alleges the
Survey Vivint made reference to in their previous response took place after the
installation of her system. Ms. [redacted] rejects Vivint’s previous response
and requests cancellation of the account without penalty. Vivint
maintains its stance in regards to Ms. [redacted]’s account. Vivint’s records
indicate the Pre-Install Survey took place before the installation of her
equipment. During the recorded survey, Ms. [redacted]’s sales representative
requested a field service professional to be dispatched to Ms. [redacted]s home to
install the system. Vivint also conducts a Post–Install with its customers to
insure they are satisfied with their installation. Vivint believes in repair
rather than cancellation in regards to Ms. [redacted]’s account. If Ms. [redacted] has
been experiencing equipment concerns that have not been resolved, she may
contact Vivint’s Customer Care department and request a service visit. Vivint
has credited Ms. [redacted] two months’ worth of service. However, cancellation of
Ms. [redacted]’s account without penalty is not warranted at this time. Should Ms.
[redacted] wish to
cancel her Vivint agreement prematurely, she may pay off the remaining balance
on her account – currently $[redacted], however Vivint will take 40% off the
payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this
offer, I would advise her to contact Vivint’s Customer Loyalty department at
###-###-####.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]

December 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: August 24, 2016           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 pressured into her System Purchase and Services Agreement (“Agreement”) by Vivint’s sales representative. Ms. [redacted] desires her Agreement cancelled without penalty. Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty provided Vivint can remove the alarm system from her home. I would advise Ms. [redacted] to contact the representative who has reached out to her to schedule an appointment.  Vivint’s records indicate that Ms. [redacted] entered into her Agreement on August 24, 2016. By signing her Agreement Ms. [redacted] agreed to pay a service fee of $60.99 plus any applicable taxes each month for an initial term length of forty-two (42) months. Nevertheless, Vivint agrees to the above resolution. 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

April 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 3, 2017           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] desires a refund of all monies paid to Vivint and cancellation of her agreement without penalty. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  Additionally, a refund in the amount of $901.45 taken from credit card ending in [redacted] was processed on April 10, 2017. A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to schedule an appointment for the removal of Vivint’s equipment. Following retrieval of the equipment from Ms. [redacted]’s home, Vivint will issue any additional refunds. 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]

Complaint: [redacted]
I am rejecting this response because: this matter is far from overWhile I was contacted by their legal rep and a thermostat was replaced. Its important to know, vivint utilizes a tech who is trainedBy them to install their equipment. Last april when the thermostats were installed according to their code, the way it was operatingWas not compatible w my heating system and as a result It caused damage to my heating system. The repair isnt completeAnd I paid over $300 to an HVAC TO DIAGNOSE the problemThat doesnt include fixing it.Until this day, waiting for the part that was fried due to incorrectInstallation of their device and more expensses to be expected The HVAC company charges $80 an hour and this is their 4th visit already.So I hold vivint liable since while their staff are trained by them They are not certified electricians nor HVAC 
Sincerely,
[redacted]

May 15, 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: June 22, 2013          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 Vivint’s move policy.  Ms. [redacted] desires cancellation of the Agreement without penalty, and removal of the equipment.Vivint’s records indicate that Ms. [redacted] entered into an agreement with Vivint on June, 18, 2013. On May 4, 2014, Ms. [redacted] first informed Vivint of her move. Vivint assisted Ms. [redacted] by applying a deferment of three (3) months to the account. A charge of $[redacted] was invoiced to Ms. [redacted]’s Vivint account on November 6, 2014. This charge was previously corrected on Vivint’s end by refunding Ms. [redacted]. On January 27, 2015, Ms. [redacted] called Vivint to schedule her move on February 21, 2015. On February 21, 2015 the field service professional was sent to Ms. [redacted]’s home to install her security system. At the time of the install, the field service professional did not have the panel Ms. [redacted] had originally, so she was upgraded to Vivint’s SkyControl panel. Vivint has no record of a change to her monthly rate.   Vivint’s records indicate that prior to the installation of any equipment in her previous home; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. 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 June 18, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $[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.  A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $[redacted].  Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to reduce her monthly rate by 25% to $[redacted] plus any applicable taxes if Ms. [redacted] agrees to sign a new forty-two (42) month agreement with Vivint. If Ms. [redacted] wishes to take advantage of either 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]. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
As part of the 'Without Penalty" portion of this agreement, I understand VIVINT will not initiate or be party to any report to any credit reporting agency or other similar entity, or take or be party to any other action which could negatively affect the credit rating of complainant as a result of this agreement.  If my understanding is not correct, please advise me immediately.
Thank you.Sincerely,
[redacted]

June 23, 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: October 5, 2012                                                                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 representative and Ms. [redacted] have agreed upon a resolution.   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]