Vivint Smart Home Security

September 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 1, 2017           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. Ms. [redacted] may contact Vivint’s representative if she 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

June 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: June 17, 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 his cameras have not operated efficiently since they were installed. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Mr. [redacted] cancelled his System Purchase and Services Agreement on June 24, 2016. The system was removed from his home and his account is closed. Vivint believes this matter has been previously resolved. Should Mr. [redacted] have any additional questions or concerns he may email [email protected] and a representative will reach 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:The salesman, Tyler, told me I cold cancel without penalty and on 1 of my 5 calls I was told that since Nov 2016 would be 24 months the contract would be considered fulfilled by Patrick. I expect to pay until Nov 2016 which the amount would be $209.97 as they withdrew a payment in August for $69.99. it is not acceptable business practice to tell a buyer they can cancel without penalty or to give a 4 year agreement when the buyer stated 2 years would be the longest length   when Vivint attempted to sell me Solar, I declined because of the term of the agreement mowing I would be moving  I only mentioned my Chapter13 as proof that I knew I would not sign longer than 2 years, knowing I would be moving and cannot buy for 6 more years  Tyler, the door to door salesman never explained the 4 years and never explained cancelling.  When Vivint states I purchased in Nov 2014 I explained two years would be Nov 2016, which I believed was what I was signing.  
Sincerely,
[redacted]

March 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 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 Vivint is refusing to fix his equipment or install the promised equipment in his home. Mr. [redacted] desires either for the equipment to be install and fixed or the cancellation of the account without penalty.  A representative of Vivint has recently been in contact with Mr. [redacted]. Vivint has agreed to cancel his account without penalty. Mr. [redacted] may contact this representative if he has any additional questions. 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 of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Kim [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 2014          To Whom It May Concern:I have reviewed the...

information provided by Mrs. Kim [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] alleges that she has faulty equipment issues which have not been resolved for several weeks. Additionally she states her sales representative misrepresented terms of the contract to which they agreed. Mrs. [redacted] desires the repair of the equipment immediately and action to be taken against her sales representative’s alleged dishonest and fraudulent practices. I have credited Mrs. [redacted]’s account for two free months of service.  Vivint would like to ensure that Mrs. [redacted] is able to utilize her system as intended, and has scheduled a field service professional to visit her home at no charge. Should Mrs. [redacted] still be experiencing complications with her equipment, I would advise her to call Customer Care 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, Nathan *. [redacted]

July 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Cynthia A[redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. A[redacted] and appreciate the opportunity to respond. A representative from Vivint has been in contact with Ms. A[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. A[redacted]’s satisfaction.  Ms. A[redacted] may continue to contact Vivint’s representative if she has 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: [redacted] attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 20, 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: December 16, 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] explains that he has experienced technical issues with Vivint’s thermostat as well as with his system as a result of the internet that he has. Mr. [redacted] requests cancellation of his account.   At this time, Vivint has agreed to cancel Mr. [redacted]’s account upon receipt of the equipment.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on December 16, 2016.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $85.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite this information and although Vivint is not responsible for the compatibility between the customer’s internet and the alarm system, Vivint has agreed to the above resolution. Vivint advises Mr. [redacted] to contact the representative that has attempted to contact him via phone and email to schedule an appointment for the equipment removal.   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 14, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. 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. Ms. [redacted] may contact Vivint’s Customer Care at 1-800-216-5232 to schedule an appointment for the removal of Vivint’s equipment.I have waived the past due balance of $200.23 on  Ms. [redacted]’s billing 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

Revdex.com:
After several phone calls, faxes, and letters they have made promises to resolve 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,
Kim S[redacted]

July 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 5, 2010           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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

July 7, 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 13, 2007                                                               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] explains that in 2014, she moved to a home that is located in an area that is unserviceable by Vivint. Ms. [redacted] further explains that her account has continued to be charged since she moved. Ms. [redacted] requests cancellation and a refund of monies paid since her move.   At this time, Vivint is willing to immediately cancel Ms. [redacted]’s account without penalty.   Vivint has no record of Ms. [redacted] setting up a new account for her current address. Vivint also has no record of any tech confirmation of her current address being unserviceable.   As such, no refund is warranted; however, 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

Tell us why here...June 16, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: May 19, 2008                                                              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.  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 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 5, 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] alleges that he was charged an extra $400.00 by Vivint after the installation of his alarm system that was not agreed to.  Mr. [redacted] desires free service for the remainder of his Agreement term, and the best package deal available.  Vivint’s records indicate that a refund in the amount of $399.00 is being sent back to the credit card on file for Mr. [redacted], to refund the additional monies he paid to Vivint.  Vivint has also applied a credit to Mr. [redacted]’s account to cover two months of service, for any inconvenience he may have experienced.  Free service for the remainder of the contract term, however, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 11,...

2011        Date of Addendum: March 11, 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] states that she cancelled her service with Vivint two (2) years ago and continues to be charged. Ms. [redacted] desires cancellation of her Agreement without penalty and a refund.Vivint’s records show that on August 11, 2011, Ms. [redacted] updated her system and 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 February 11, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on March 11, 2013.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement to keep her monthly rate the same.  Based upon this representation, Vivint offered a forty-two (42) month extension 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 forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Although cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time, Vivint is willing to assist Ms. [redacted] by cancelling the account and waiving the remaining months of the Agreement, effective immediately. Vivint has also waived the past due balance of $[redacted] on the account. No further refund will be awarded as Ms. [redacted] has been within the extended term of her Agreement.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]

June 2, 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: August 20, 2011             Date of Addendum: May 31, 2017                                         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

June 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:  September 6, 2012           Date of Addendum: October 30,...

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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on September 6, 2012, Mr. [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 March 6, 2016.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on October 30, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a thirty-six (36) month extension in exchange for a $180.00 credit to her billing account, 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 thirty-six months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $674.85; however, because of the misunderstanding, I would be willing to lower Mr. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $303.68.  If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: October 14, 2016           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that during the installation of the system that there was damage done to her home. Ms. [redacted] requests $1000.00 to repair her wall.Vivint agrees to pay $150.00 toward the repair of Ms. [redacted]’s wall. Vivint’s records indicate that Ms. [redacted] has been working with Vivint’s Claim Resolution Department to resolve this issue. The Claim Manager has reviewed the photographs that Ms. [redacted] provided and received several estimated costs for repairs. Seeing as the damage done is minimal the estimated cost of repair is below $100. Therefore it is not warranted for Vivint to send $1000.00 for the repairs.Vivint advises Ms. [redacted] to contact Vivint’s Claim Resolution Department to collect the $150.00.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 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: September 29,...

2011           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 signed documents at the time of installation of the alarm system in her home, but that she is not the account holder.  Ms. [redacted] believes that Vivint has held her responsible for a debt that is not in her name. She desires for Vivint to cease collection attempts in her name.At this time, Vivint will cancel Ms. [redacted]’s account and remove her name from collections. Vivint’s records confirm that Ms. [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint on September 29, 2011, representing that she understood and agreed to an initial term of forty-two (42) months and that she would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term.  By signing this Agreement, Ms. [redacted] is responsible for its terms.Vivint’s records further show that monthly payments for Ms. [redacted]’s account stopped after October 2015.  As such, the account was cancelled for non-payment on February 27, 2016, and was transferred to an outside collections agency. However, at that time the initial term of the signed Agreement had lapsed but the account remained active as Vivint had not received a request for cancellation of the service.  Vivint will accept this complaint as written notice of cancellation and has waived the debt owed for service after the term of Ms. [redacted]’s Agreement lapsed.  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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted] Chief Compliance Officer

July 7, 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 31, 2012            Date of Addendum: February 29,...

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 his Agreement was extended when he moved the service into a new home despite being told he would be continuing his previous Agreement term. He also states that Vivint has been billing more than is indicated on the agreement. Mr. [redacted] requests cancellation of the Vivint service.Vivint’s records show that on May 31, 2012, Mr. [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 lapsed on November 30, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on February 29, 2016.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed. In return Vivint reduced Mr. [redacted]’s rate by $10 for twelve (12) months.  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 forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. The thirty-five (35) months listed on the Agreement which Mr. [redacted] signed were simply the remaining months on this 42 month extension. Additionally, both Mr. [redacted]’s original Agreement and the Agreement which he signed when he moved indicate that he will be billed $57.99 per month for services.Vivint records indicate that Mr. [redacted]’s requests for cancellation were due to switching services to another provider and made no mention of issues with his system move. Changing providers is not grounds for cancellation of Mr. [redacted]’s service. Vivint recommends that Mr. [redacted] attempt to contact this new provider and discontinue services with them. Vivint is willing to reinstall Mr. [redacted]’s Vivint service at no charge.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 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: May 30, 2016           To Whom It May Concern: I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that there was damage done to her doorbell transformer during the installation of the Vivint system. Ms. [redacted] worked with Vivint’s Claim Resolution department and they agreed to send Ms. [redacted] a check for $250. Ms. [redacted] explains that she has not gotten the check. Ms. [redacted] desires the $250 reimbursement promised to her.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] satisfaction. Ms. [redacted] received the check for $250 as of August 3, 2016. Ms. [redacted] may contact Vivint’s representative directly if she has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer