Vivint Smart Home Security

August 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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 is being resolved to Mr. [redacted]’s satisfaction. A copy of new paperwork with Mr. [redacted]’s correct information is being sent for him to sign. Vivint is also shipping the equipment which Mr. [redacted] was missing from his initial installation.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: after vivint had supposedly fixed the problem with my faulty alarm service I requested that the contract be terminated since they failed to get the issues I was having resolved. And I also requested they cancel my service since they created a whole new agreement instead of transferring my service which without my knowledge restarted my contract agreement. They failed to uphold their end of the contract by providing a service that actually work properly so that is why I ceased making payments.  I no longer wish to continue with their company and feel like I shouldn’t have to pay for a system that doesn’t work
Sincerely,
[redacted]

February 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[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: September 15, 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]’ 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

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.
Sincerely,
[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.
Sincerely,
[redacted]

June 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: May 26, 2012Date of Addendum: Jul 24, 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 his Agreement was renewed for forty-two (42) months without his consent. He is requesting immediate cancellation without penalty. At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account immediately. Vivint’s records show that on May 26, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on Jul 24, 2015.  During this call, Vivint offered Mr. [redacted] $10.00 off his monthly rate in exchange for a forty-two (42) month renewal. Mr. [redacted] accepted this offer and was read the following statement: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. Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representative if he has 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

July 31, 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 17, 2010Date of Addendum: October 8, 2014 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 difficulty communicating over the phone and that Vivint claims he renewed his contract via the phone in April of 2017. He is requesting immediate cancellation without penalty. At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and immediately cancel his account.Vivint’s records show that on August 17, 2010, Mr. and Mrs. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mrs. [redacted] regarding her alarm service on October 8, 2014.  During this call, Mrs. [redacted] was offered a sixty (60) month extension in order to ensure her monthly payments remain the same.  Mrs. [redacted] accepted this offer and was read the following statement, after which she responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representatives if he has 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

August 16, 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: November 4, 2015                                                               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 moved to a non-serviceable area. He further explains that he sent his 30-day notice of cancellation in March of 2017; however, his account continues to be charged for service. Ms. [redacted] requests a refund for monies paid since he sent his notice of cancellation and compensation.   At this time, Vivint is willing to refund Mr. [redacted] the amount of $129.98.   By way of explanation, on March 16, 2017, Mr. [redacted] was informed of the required 30-day notice of cancellation. Vivint did not receive Mr. [redacted]’s notice of cancellation until June 7, 2017. As such, Mr. [redacted]’s account should have been cancelled 30 days later on July 7, 2017.   Due to this information, Vivint has refunded the payments from July and August in the amount of $129.98. This refund will be issued to Mr. [redacted]’s checking account within 7-10 business days. Mr. [redacted]’s account has also 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

March 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, 2009           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 being resolved to Mr. [redacted]’s satisfaction. A check in the amount of $264.99 was processed on March 1, 2018 and sent to Mr. [redacted]’s billing address. He can expect to receive this refund within 10 business days of that date. If Mr. [redacted] has additional questions or concerns Vivint requests that he contact the representative who has been working with him 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 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 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 Vivint is disconnecting her service and does not want her as a customer due to multiple technician visits.  Ms. [redacted] desires for Vivint to let her keep her service.Vivint’s records show that Ms. [redacted]’s Agreement with Vivint has been cancelled as of today, after a 30-day notice from Vivint to Ms. [redacted].  Vivint’s records show that Ms. [redacted] has completed the initial term of her Agreement.  She has scheduled forty-four (44) service visits and has not paid a trip fee for many of them.  Vivint has applied hundreds of dollars in credits to assist Ms. [redacted], and she has been behind in paying her monthly service fees and currently has a past due balance of $230.56.  A representative and an executive from Vivint have spoken with Ms. [redacted], and have given her multiple chances to stop this behavior.  Ms. [redacted] continued to call in and escalate in order to get service visits scheduled.  As such, Vivint gave her a 30-day notice of cancellation so she would have time to find a new security provider and would not need to be without service. Vivint maintains its position that Ms. [redacted]’s service has been cancelled, with notice, due to harassment and non-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: This appointment was requested over 2 weeks ago, not yesterday as claimed. It wasn't until Monday that I was called by a rep to schedule and at first I was told the 5th of dec. This is the same old canned statement Vivint always makes, of course they want to continue working on the problem so I keep paying them. Also, when I called about this particular problem, the rep on the phone was going to charge me a service fee and it wasn't until I got upset about it and demanded to speak with a supervisor that he waived the fee. The one time I needed this system to work, it didn't! What if it would've been someone breaking in my house, then what? I don't want your service, or lack there of. My patience with Vivint is why we're at this point now. I wanted to cancel during the first 10 days but I let try and fix the problem. With what I've paid Vivint I could have bought my own equipment and not have a 4yr contract paying for a problematic system since day 1. Not to mention saved over $200.00 in upgraded equipment that apparently was the issue.
Sincerely,
[redacted]

January 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 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. She 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]

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: September 24, 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 reported a technical malfunction with her Vivint system and is unsatisfied with the response time. Ms. [redacted] desires cancellation of the Agreement without penalty.A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $899.82; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $404.91.  Alternately, Ms. [redacted] has been offered a credit to her Vivint billing account in the amount of $49.99.On February 10, 2017 Ms. [redacted] informed a Vivint representative that her Go Control Panel was no properly preforming. Vivint was able to send a technician to Ms. [redacted]’s home on February 13, 2017.Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time; however, if Ms. [redacted] wishes to take advantage of either of the offers explained above, she may contact the representative she has been working with directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: December 2, 2013           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the system that have not been fixed by Vivint. Mr. [redacted]’s further explains that he has gotten collections letters in relation to his Vivint account. Mr. [redacted] requests that his account be canceled and removed from collections.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been removed from collections and it will remain canceled. Mr. [redacted] no longer has any obligation to Vivint. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: My husband and I maintain that due to the salesman misrepresenting service, our contract is vitiated.
Sincerely,
[redacted]

September 17, 2015Revdex.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           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 sent Vivint payment to cancel her Agreement earlier this year, but that Vivint continued to charge her for service and now has sent the account to collections.  Ms. [redacted] desires written verification that her account is paid off and cancelled, and no negative strike on her credit because of this. Vivint’s records confirm that Ms. [redacted] has provided proof of her payment to Vivint on February 9, 2015 to pay the remaining balance on her account.  Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  I have requested that this account be closed with the collections agency, and Ms. [redacted] should receive no further contact from them or from Vivint.  I apologize for any undue delay in this process. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 21, 2015           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve her 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains there was damage done to the exterior of his home. Mr. [redacted] wants the damage repaired.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve her concerns. Mr. [redacted] provided photographs of the damage. Vivint technicians are not qualified to fix any damage done to the outside of homes. However Vivint will be able to give Mr. [redacted] a check for $50 to cover the damages. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he wants to move forward with this resolution or if he 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

June 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: August 7, 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 to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of June 8, 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