Vivint Smart Home Security

April 21, 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 22, 2014                                                              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. This representative has scheduled an appointment to fix the issue that she is experiencing. If this appointment does not suffice, Vivint has agreed to cancel her account immediately upon her request. 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]

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]

March 21, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 2010           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual 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

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

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]

September 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: February 4, 2013           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 has been resolved to Mr. [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

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.A supervisor finally contacted me and was extremely helpful and understanding. He was the best representative I've heard from there in my 3 years of having service with Vivint.  
Thank you for your help.
Sincerely,
Melissa [redacted]

January 10, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 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 attempted to contact Mr. [redacted], in an effort to resolve these concerns.  After further review, Vivint’s records show that Mr. [redacted] agreement with Vivint has been cancelled and his billing account has been removed from collections. Mr. [redacted] has no further contractual 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

December 20, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 12, 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] explains that he was previously informed by Vivint that his contract is month-to-month. Mr. [redacted] further explains that he is now being told that he is still under contract with Vivint. Mr. [redacted] requests cancellation of his account.    At this time, Vivint is willing to cancel Mr. [redacted]’s account 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 August 12, 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 he would pay a monthly monitoring fee of $60.99 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.     Despite the information mentioned, Mr. and Ms. [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

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]

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 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 9, 2015          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 he was misled by a Vivint representative regarding the term of his agreement, she states that she was promised by a Vivint representative that her account would not be billed for a year while they were building a new home. She explains that Vivint deferred her payments for a year, but that following that time she was billed for eight (8) months without the system installed. Ms. [redacted] requests cancellation of her account with no penalty.A Vivint representative has contacted Ms. [redacted] in an effort to resolve her complaint. Vivint has agreed to credit her account an additional $99.11.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 April 9, 2015. 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 $59.99 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 his commitments to Vivint as outlined in the Agreement.   Ms. [redacted] notified Vivint of her move and requested that she not be billed for the following year. Vivint has no record of those promises from a Vivint representative and as stated Ms. [redacted] had previously told Vivint that the sales representative had made no promises that were not in writing on the Agreement. Nevertheless, Viving agreed to defer Ms. [redacted] payments for six months, adding six months to the initial term. Ms. [redacted] system was installed in her new home on August 23, 2017, eight months after payments resumed on her account. Records further indicate that Ms. [redacted] ceased making payments after July 3, 2017. The accumulation of payments account for the larger bills which Ms. [redacted] referenced. Speaking with Ms. [redacted], Vivint representatives agreed to reduce Ms. [redacted]’s monthly rate to $49.99, credit $150 which was applied to her past due balance, and credit future payments until March of 2018. In an effort to resolve Ms. [redacted]’s complaint Vivint has additionally agreed to credit the remaining past due balance of $99.11. Cancellation of Ms. [redacted]’s Agreement is not warranted at this time.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]

April 30, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]        To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and...

appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that, due to an outage, he has been without internet service for three (3) days.  Mr. [redacted] further alleges that he has attempted to resolve this with Vivint Wireless over the phone, but that a resolution to his issue has been delayed.  Mr. [redacted] desires to have the outage repaired in a timely manner, and a credit on his account for the time without service.  Vivint’s records indicate that Vivint Wireless has applied a credit to Mr. [redacted]’s account for any inconvenience.  Vivint Wireless has resolved the outage, and has attempted to contact Mr. [redacted] to ensure that he has no further issues with his service.   I apologize for any undue delay in this process.  Mr. [redacted] may contact Vivint Wireless at [redacted] if he has any further questions or concerns regarding his service or 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

November 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 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 the sales representative informed her that she would not be under contact. Ms. [redacted] additionally states that Vivint has failed to resolve the concerns with her equipment, nor has Vivint followed up with her regarding this matter. Ms. [redacted] desires for the cancellation of her account without penalty. A representative of Vivint has recently attempted to contact Ms. [redacted]’ in an effort to resolve her concerns. At this time, Vivint has scheduled an appointment to repair the system on November 10, 2016. Additionally Vivint is willing to credit Ms. [redacted]’ account a total of $227.97; three months’ worth of the monitoring fee on the account. 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 June 6, 2016.  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 $75.99 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. Vivint has included a copy of this Pre-Installation Survey with their response. Cancellation without penalty 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

Revdex.com:On Wednesday we were contacted by Vivint, Inc and they are going to remove all charges from my account since June, 2015.  I no longer wish to have their services.  Per their request, please see the cancellation letter that is being forwarded to them today.  I guess this resolves this matter.  
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,
Valerie H[redacted]

October 31, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]       ...

Vivint Account #: [redacted] Date of Agreement: May 26, 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] states that she had a Vivint technician come to her home to upgrade her security system and notified her that her system was not working properly. Ms. [redacted] is requesting a refunded for payments made during the time the system was done. Vivint will offer Ms. [redacted] a month credit and a complementary technician visit to fix the security system.  Vivint’s records indicate that Ms. [redacted] signed her System Purchase and Service Agreement (“Agreement”) on May 26, 2012 for forty-two (42) months. By signing her Agreement, she agreed to the following clauses in his Agreement. Section 3: Our Limited Liability “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.”Section 12: Customer Duties “You will test the System’s protective devices and send test signals to the center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify us.”Vivint’s records show that Ms. [redacted]’s security system sent her security system a notification that her panel battery was dying and needed to be changed. Vivint’s records indicate that the battery was never changed and Ms. [redacted] never tested or notified Vivint that her system was down. Due to the information above, a refund for previous payment is not warranted at this time. Vivint feels repair is recommended and will agree to credit Ms. [redacted]’s Vivint account one (1) month of service towards her next bill. I would advise Ms. [redacted] to contact a legal assistant who can schedule her complementary technician visit at (801) 221-6728.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 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 27, 2014            Date of Addendum: December 8,...

2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on January 28, 2014, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on July 28, 2017.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on December 8, 2015. Vivint offered a sixty (60) month extension in exchange for and upgraded Vivint SkyControl Panel and Vivint Doorbell to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [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 validity of this extension, Vivint agrees to the above resolution.  Ms. [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

December
16, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: May 16, 2011To 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

November 16, 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 10, 2017           To Whom It May Concern:In Mr. [redacted]’s rebuttal, he states that he did not receive a call and that Vivint’s representatives are not readily available.  He explains that he has no confidence in the system and wants it removed and his money refunded.Vivint’s representative called the phone number provided by Mr. [redacted] on November 10, 2017 and left a voicemail, and also sent him an email at that time.  Mr. [redacted] called the representative back and left a voicemail, and he was called back and spoke with the representative on November 13, 2017.  Vivint has cancelled Mr. [redacted]’s service and account, and has sent a refund for the last payment made.  Vivint has instructed Mr. [redacted] on how to disconnect his system so he will not be bothered by it anymore.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 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: January...

19, 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 and Ms. [redacted] will continue discussing possible resolutions in this matter.  Ms. [redacted] may contact Vivint’s representative directly at her convenience.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]