Vivint Smart Home Security

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: 7/22/2013        To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she had been continually paying for a monthly service and did not receive service for four months.  Ms. [redacted] desires a refund of monies paid during the time she did not receive service.  Vivint’s records indicate that a refund in the amount of $[redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted]. 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: [redacted], attention Department 160 – Legal. 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.
I need to know what the next steps are to assure that I am no longer billed. 
Sincerely,
[redacted]

March 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: June 22, 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 moved from the home where the security system is installed. As such, Mr. [redacted] requests cancellation of the account without penalty.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 Mr. [redacted] entered into an agreement on June 22, 2013. Mr. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly service fee of $68.99 plus any taxes each month of that term. Due to the fact that Mr. [redacted] is still within his original term, cancellation without penalty is not warranted. However, in an effort to assist Mr. [redacted] Vivint can discount Mr. [redacted]’s contractual buyout amount by fifty (50) percent. If Mr. [redacted] would like to move forward with this resolution or if he has any questions he may contact the representative who reached 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 3, 2016           To Whom It May...

Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative has recently reached out to Mr. [redacted] to address his concerns. Vivint’s records indicate that this matter will be resolved to Mr. [redacted]’s satisfaction once the alarm system has been removed from his home on September 16, 2016. 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

January 6, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 30, 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]

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 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

March 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: May 20, 2015                                                               To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s position remains that cancellation without penalty is not warranted at this time. If Mr. [redacted] would like to take advantage of the reduced buyout or swapping of equipment, he may contact the representative who has attempted to 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 15, 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: June 29, 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] explains that she agreed to a 42 month contract; however, Vivint’s sales representative submitted a 60 month contract for Vivint’s records. Ms. [redacted] requests cancellation without penalty.   At this time, cancellation without penalty is not warranted. However, in an effort to address Ms. [redacted]’s concerns, Vivint has lowered her term length to 42 months.      Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”).  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement 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] signed the Agreement on June 29, 2015.     Upon signing the Agreement, 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 $49.99 each month during that term. Vivint relied on Ms. [redacted]’s representations to ensure that she understood his commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, Vivint has agreed 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

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.  I was contacted by a "Customer Service Manager".  She was able to arrange a service appointment for me in an acceptable amount of time.  The service tech did show up when expected.  He did extensive work to correct all of the issues that resulted from a very poor install.  I am satisfied with the operating condition of my system at this time and agree that a months credit for loss of service is fair.  I do hope for the future success of this company that they correct the issues with their service appointments and use more qualified personnel to perform the installs.
Sincerely,
[redacted]

September 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: April 6, 2013           To Whom It May Concern: I have reviewed the response provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this issue has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of September 14, 2016 without any additional fees. Ms. [redacted] may contact the Vivint representative who reached out to her 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 4, 2016 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 6, 2012                                                              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 on February 24, 2016, he called in to cancel his agreement. He spoke with a representative who offered an extension to his agreement. Mr. [redacted] rejected this offer and requested written confirmation stating that Vivint will not renew his agreement; Mr. [redacted] states the representative was unable to fulfill this request. Since he has not received a written confirmation that Vivint did not renew his contract, he is requesting a refund for six months of service. Vivint has attempted to reach Mr. [redacted] multiple times via phone in an effort to come to a mutual agreement. At this time, Vivint has agreed to immediately cancel his account and refund him for two months of service. Vivint apologizes for the inconvenience caused to Mr. [redacted] by not receiving written confirmation that Vivint did not renew his agreement. The refund has been issued today on March 4, 2016. Please allow 7-10 business days for this refund to appear back in his 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

January 3, 2018       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: April 23, 2014                                                   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 moved from the location where the system was originally installed. She further explains that she currently lives in a rental and is unable to have the system installed. Ms. [redacted] requests cancellation of her account.   At this time, Vivint is willing to cancel Ms. [redacted]’s account if Ms. [redacted] is willing to pay the remainder of the contract. Currently, Ms. [redacted]’s payoff amount is $1,049.85. Vivint is willing to reduce this amount by 50% which lowers the amount to $524.92.       It should be noted that 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 23, 2014.   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 $69.99 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.     If Ms. [redacted] would like to take advantage of this offer, she may contact [email protected].   Despite the information mentioned, 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 1, 2017   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: November 14, 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] explains that he has experienced difficulty with his system since December 2016. He further explains that Vivint has failed to fix the issues. Mr. [redacted] requests cancellation of his account and a refund of all payments made since December 2016.   At this time, Vivint is willing to cancel Mr. [redacted]’s account without penalty. Vivint received a phone call from Mr. [redacted] on December 7, 2016 regarding his cameras. On this phone call, Mr. [redacted] was properly assisted. Vivint did not receive any contact from Mr. [redacted] until approximately three months later when Mr. [redacted] contacted Vivint on March 9, 2017.  On March 15, 2017, a technician was sent to Mr. [redacted]’s home to inspect his system. The technician stated that the customer did not answer the phone and was not home.  Following this appointment, Vivint did not receive any further contact from Mr. [redacted] until two months later on May 5, 2017. On this phone call, Mr. [redacted] was properly assisted. On May 22, 2017, Mr. [redacted] contacted Vivint and a visit from a Vivint technician was offered to Mr. [redacted]; however, Mr. [redacted] declined this offer.  Due to the information mentioned, no refund is warranted as Vivint has attempted to address Mr. [redacted]’s concerns by sending a technician on numerous occasions.                         Despite this information, Mr. [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 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: June 5, 2013To 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 has received various misinformation regarding her system move. To this date, a system has not been installed in her new home and Ms. [redacted] is paying for a five-year contract when she’d been under the impression that it was only a three-year contract. Ms. [redacted] is requesting cancellation without penalty and a refund for the month of June.At this time, Vivint is willing to waive the remainder of Ms. [redacted]’ contract and immediately cancel the account. A refund of $74.69 is currently being processed and Ms. [redacted] will receive it within 7-10 business days.  Vivint’s records show that on June 5, 2013, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  By signing this Agreement, Ms. [redacted] represented that she understood and accepted all the terms, including the statement that no oral representations made by the sales representative may change the Agreement. Vivint’s general policy when it comes to system moves is that a pull appointment will first be scheduled to remove the system, the customer then keeps the equipment for transport to their new home, and an appointment to re-install the same equipment is then scheduled following the move. Vivint apologizes for any inconveniences Ms. [redacted] encountered during this process. In resolution to this matter, Vivint agrees to the above offer. Ms. [redacted]’ account has been cancelled and she is under 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

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 although I have yet to hear anything from the company (via phone,mail or email) as they stated. No response is needed now since they have taken care of the issue. 
Sincerely,
[redacted]

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, 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 Mrs. [redacted] in an effort to resolve Mr. [redacted]’s concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of August 5, 2016 and a refund has been processed for $207.97. Mr. [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 18, 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 30, 2017           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 while the system was being installed the technician caused damage to his home. As such, Mr. [redacted] requests that Vivint cover the cost or repairs of his home.Vivint records indicate that Mr. [redacted] was working with a Vivint Claim Resolutions Manager to resolve this issue. Vivint’s representative sent Mr. [redacted] a Release and Settlement Agreement that states: “Upon receiving a signed copy of this Release and Settlement Letter Agreement (“Letter Agreement”), Vivint will hire a contractor in your behalf to repair and Vivint-caused damages.” Mr. [redacted] informed Vivint’s Claim Resolutions Manager that he would not sign that agreement. Vivint is willing to cover the cost of repairs for Mr. [redacted]. However, Vivint cannot proceed to resolve this issue without a signed Release and Settlement Agreement. If Mr. [redacted] would like to move forward with resolving this issue he may contact the Claim Resolutions Manager that he was working with and provide a signed copy of the Release and Settlement 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 2011           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 Ms. [redacted] requires any further assistance, she 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

June 30, 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 14, 2013To 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 representative who offered her the service was clearly a Vivint employee.  Vivint maintains its stance that this issue is between Sprint and Ms. [redacted], and apologizes for any inconveniences Ms. [redacted] has encountered with another company. Vivint has partner with Sprint in order to distribute their product, but the phone itself and the service is provided by Sprint. Unfortunately, Vivint cannot compensate Ms. [redacted] for her complaints concerning a separate company. 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...September 29, 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: June 17, 2016                                                 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.  In her complaint, she explains that she did not receive any bills for her account because her account contained wrong banking information. She further explains that she did not receive referral credits that she was supposed to have received. In addition, she was not made aware of the 48-month agreement term length. Ms. [redacted] requests that Vivint change her billing method to direct invoice and send a technician to fix her cameras.  A representative from Vivint has recently been in contact with Ms. [redacted] and an appointment has been scheduled to fix her camera issues. In addition, Vivint has agreed to waive the past due balance and issue a $100 referral credit to her account. Ms. [redacted]’s billing method was previously changed to direct invoice per her request.  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 17, 2016.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a monthly monitoring fee of $80.99 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.    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