Vivint Smart Home Security

September 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2008           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 has had equipment complications that she was unaware of, and that Vivint will not cancel her Agreement without penalty. Ms. [redacted] desires cancellation of her Agreement without penalty. Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has contacted Ms. [redacted] and has confirmed this 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]

July 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Ronald F[redacted] Vivint Account #: [redacted] Date of Agreement: July 10, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mr. F[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. F[redacted] in an effort to ensure that his concerns are resolved at this time. Vivint’s records indicate that Mr. F[redacted]’s account is cancelled, his refund was processed, and equipment was retrieved from his home.  Mr. F[redacted] has no further obligation to Vivint.  I apologize for any inconvenience or 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

July 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, 2017            To Whom It May Concern:In his rebuttal, Mr. [redacted] states that he would like additional credit because he had to purchase a Nest thermostat.  He explains that the previous credit given by Vivint was to cover tech charges.Vivint’s records indicate that on June 16, 2017, Mr. [redacted] was issued a refund in the amount of $49.99. Vivint’s records further indicate that on June 27, 2017, Mr. [redacted] was issued a credit to his billing account in the amount of $99.98 to cover the cost of two (2) Vivint lamp modules. Vivint’s records indicate that on July 10, 2017, Mr. [redacted] was issued a credit to his billing account in the amount of $248.50, to cover the cost of equipment that did not work as Mr. [redacted] was expecting. Vivint’s records further indicate that  Mr. [redacted] has received additional credits to his billing account  to cover four (4) months of monitoring service. Since installation, Mr. [redacted] has received a total of $548.44 in credit, and a refund of $49.99.  No further compensation is 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]Chief Compliance Officer

December 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 2014           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 he has any further questions or concerns, he may contact Vivint’s representative 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

October 6, 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 1, 2009                                                               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 during the summer his system stopped working and that Vivint did not offer to fix it. Mr. [redacted] requests cancellation of his account.   Vivint’s records indicate that Mr. [redacted]’s notice of cancellation was received on September 28, 2017 and was cancelled on the same day. As such, Mr. [redacted] has no further obligation to Vivint.   A refund is not warranted as the contract states in section 12 that it is the customer’s duty to test the system monthly and notify Vivint of any issues. Mr. [redacted] did not call to notify Vivint of any problems with the system within the last four months.   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

October 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2015           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]’ satisfaction. Her account has been cancelled and she 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]

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: N/A       Date of Agreement: N/A  ...

        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 her bank account was mistakenly used for payments on someone else’s Vivint account, and she stopped payment through her bank but Vivint has not refunded her the erroneous charges yet.  Ms. [redacted] desires a refund of the monies taken from her account, as well as $30.00 for the overdraft fee incurred due to these charges.A representative from Vivint’s legal team has contacted Ms. [redacted] via email, and has requested her documentation of the charges in order to get the refund to her as soon as possible, if she has still not heard back from Vivint’s other representatives.  Ms. [redacted] may contact this representative directly with any further questions or concerns in this matter.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 8, 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 21, 2013 Date of Addendum: November 26, 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 this is her mother’s account and that she suffers from dementia and was not in the state of mind to sign a contract extension. Further Ms. [redacted] explains that they have had issues with the equipment working properly. As such, Ms. [redacted] requests that this account be canceled without any penalty.At this time Vivint agrees to cancel this account if Ms. [redacted] will provide medical documentation signed by her doctor that Ms. [redacted]’s mother is not able to make contractual decisions. Or, Vivint is also willing to send a technician to Ms. [redacted]’s home to fix/replace any equipment that is not working properly. A representative from Vivint has recently attempted to contact decisions in an effort to resolve his concerns. Vivint’s records indicate that decisions Ms. [redacted] entered into an agreement with Vivint on May 21, 2016. Then on November 26, 2016, Ms. [redacted] represented that she was pleased with the service and wanted to continue. Due to that Vivint offered a contract extension of sixty (60) months to witch Ms. [redacted] agreed to.Despite this information, Vivint agrees to the above resolution. If Ms. [redacted] would like to proceed with either option she may contact the Vivint representative who reached out to her.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 Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 23, 2011         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 his wife had never extended the Agreement over the phone. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Ms. [redacted] did extend the Agreement for an additional forty two (42) months on January 9, 2014. Mr. [redacted]’s Agreement is valid and in effect. Never the less in a goodwill effort Vivint will agree to cancel the Agreement without penalty. If Mr. [redacted] desires to take advantage of this offer or to listen to the recorded extension, he may do so with Vivint’s Customer Loyalty department at ###-###-####, Monday through Friday 8:00 AM to 7:00 PM MST. 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]

March 20, 2017Revdex.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, 2008           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Her Vivint system has been cancelled effective immediately. Ms. [redacted] has no financial obligation with 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

September 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...

25, 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 is being resolved. An appointment is scheduled for ¬¬removal of Vivint’s equipment from Ms. [redacted]’s home on September 6, 2017.  Following the removal, Ms. [redacted]’s Agreement with Vivint will be cancelled, she will be refunded her monies paid, and she will have no further obligation to Vivint.  Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns in this matter. 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 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 3, 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 misled in regards to the total amount of her contract price. Ms. [redacted] further states that her signature was forged on many Vivint contracts. Ms. [redacted] request additional equipment to be taken off her original Vivint loan, and for Vivint to honor the original Vivint signed.Unfortunately, I am unable to find a Vivint account in Ms. [redacted]’s name. The address provided by Ms. [redacted] is associated with a different Vivint customer. 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, 2018       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 31, 2011                                                                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.   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

October 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: December 2, 2015           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

October 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 13, 2009           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 cancelled the Agreement with Vivint three (3) years ago, but has been continually charged his monthly fee. Mr. [redacted] desires a refund of the past three (3) years, the account to be cancelled, and an apology from Vivint. Vivint’s records indicate that Ms. [redacted] contacted Vivint on May 4, 2012. She requested that Vivint mail her a letter with the amount due to pay off the Agreement early. Vivint sent the request letter, which states that if she paid $249.95 within ten days, Vivint would agree to cancel her Agreement with no further action required. Ms. [redacted] did not send in the required payment, and her account remained active. Further, Vivint’s records indicate that Ms. [redacted] entered into the original Agreement on July 13, 2009, for an initial term of thirty-nine months. As such, the initial term of the Agreement would have lapsed on Octover 12, 2012. However, Section 2.4 sets forth that the Agreement “will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty days before the end of the original term.” Ms. [redacted] never sent in the requisite written cancellation notice to exercise this cancellation right. Moreover, she did not contact Vivint again regarding cancellation until August 18, 2015, at which time Vivint agreed to cancel the account without the requisite notice. Vivint cannot find any support for the allegation that the [redacted]s were not billed in accordance with their Agreement. The [redacted]’s account was closed on August 18, 2015, and they have no further obligation to Vivint. However no refund is 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]

November 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: June 10, 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] explains that she has had issues with the equipment. As such, Ms. [redacted] requests that her account be cancelled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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

June 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Luis [redacted] Vivint Account #: [redacted] Date of Agreement: May 22, 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 to having equipment complications with his security system since installation that have not been resolved.  Mr. [redacted] further alleges that he has paid for service while waiting for repair of his equipment, and that scheduling of a service visit has been delayed.  He desires to have his system repaired in a timely manner, or cancellation of the Agreement without penalty. Vivint’s records show that a representative from Vivint has recently contacted Ms. Alicia [redacted], in an effort to resolve these concerns.  Vivint has scheduled a service visit with a Field Service Professional for June 17, 2015.  Ms. [redacted] has been advised that, if the system is unable to be repaired following this visit, cancellation will be warranted.  Vivint’s representative will continue to be in contact with Ms. [redacted], to ensure that her concerns are resolved to her satisfaction.  Vivint has applied one month of credit to Mr. [redacted]’s billing account, for system downtime.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 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 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 misled by a Vivint representative regarding the term of her agreement. Ms. [redacted] states she was under the impression that she would receive Vivint security equipment at no charge and that she would only be responsible for paying the monthly monitoring service fee. Ms. [redacted] desires for Vivint to pay for her Vivint security equipment, totaling $971.99.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 Mr. [redacted] completed the required Pre-Installation Survey on July 14, 2017. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He represented that he would pay Vivint a monthly services fee of $39.99 and an equipment fee to Citizens Bank of $16.20 totaling $56.19 each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement along with the Citizens Bank loan terms and conditions. Mr. [redacted] represented that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Vivint agrees to the above resolution: payment for Ms. [redacted]’s Vivint security equipment by Vivint 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]Chief Compliance Officer

July 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: William [redacted]  Vivint Account #: [redacted] Date of Agreement: February 21, 2015            To...

Whom It May Concern:I have reviewed the information provided by Mr. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. C[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. C[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]

October 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: N/A                                                                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 was told he would receive a refund of $399.00; however, he has not received this. Mr. [redacted] is requesting a refund of $399.00.   Vivint’s records indicate that a refund of $399.00 has been submitted to go back into his bank account within 7-10 business days. Vivint apologizes for any undue delay or 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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer