Vivint Smart Home Security

March 23, 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: June 21, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that the promised sensors have been installed. Vivint apologizes for any inconvenience this may have caused Mr. [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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 14, 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 3, 2012                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] satisfaction. Mr. [redacted]’s Vivint account has been canceled effective immediately. Additional Mr. [redacted] has been refunded in the amount of $49.99.   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]

June 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Chiaki S[redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. S[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. S[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. S[redacted]’s satisfaction. Ms. S[redacted]’s contract does reflect 24 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because: You obviously did not read the complaint. You DEFERRED my payment for 6 months of the year we lived in the rental and then continued to charge me 69.99 a month even after we moved into our home and we called for 4 months to get it set up. I was NEVER told 59.99 a month NO idea where that number came from. So all you did was "Credit" me what was actually OWED to me. I will be cancelling this horrible service when my contract is up in 2019. I find it amusing you state I had a balance of $99 and your "Waiving it" That is mighty nice of you to WAIVE a fee I was charged when you all could not get out to my home and install the device. So by your own admission you tried to charge me $99 for Services NOT rendered by you. I told you on the phone I will NOT remove this post. You all have lied to me multiple times and I am sure I will be getting a bill in the next month stating $69.99 instead of the $49 I should be charged.
Sincerely,
[redacted]

June 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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 parents were pressured by a Vivint representative, and cannot afford the Vivint system.  Ms. [redacted] desires cancellation of her mother’s agreement without penalty.Unfortunately, I am unable to find the Vivint account in question with the information given by Ms. [redacted].  I would advise Ms. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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

January 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: May 12, 2008           To Whom It May Concern:  I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal Ms. [redacted] requests clarification about Vivint cancelling her System Purchase and Services Agreement (“Agreement”) without penalty. Vivint has cancelled Ms. [redacted]’s Agreement as of December 28, 2016 without penalty. To clarify this, Vivint will not charge Ms. [redacted] any further fees to cancel her Agreement. Vivint apologizes for any confusion in this. Ms. [redacted] has no further obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: October 9, 2015                   ...

    To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges to having equipment complications with her security system that have not been resolved. Ms. [redacted] desires the cancellation of her system without penalty. Vivint’s records indicate that Mr. [redacted] first notified Vivint of his equipment concerns on October 27, 2015. Mr. [redacted] informed a Vivint representative that his garage opener was recently stolen. On October 30, 2015, Mr. [redacted] reported believed his garage opener was opening on his own due to an open signal coming through on his garage sensor. Vivint attempted troubleshooting over the phone to resolve the issue. On November 18, 2015, Mr. [redacted] called in and reported he was still experiencing the concern with his garage opener, so Vivint scheduled an appointment with a Vivint field service professional. On November 21, 2015, a Vivint field service professional was dispatched to Ms. [redacted]’s home, and added an additional relay in case it was a signaling issue causing the concern. On December 2, 2015, Ms. [redacted] reported she still had a concern with the garage opener. A second appointment was scheduled on December 4, 2015. On December 4, 2015, the field service professional dispatched to Ms. [redacted]’s home noted Mr. [redacted] inform him that he had disabled his garage opener but the problem still existed. The field service professional explained if he disable the garage opener and the sensor still is reading as open, it could possible just be an issue with the sensor itself and not his garage opening on its own.  Vivint records further indicate a Vivint field service professional is being dispatched to Ms. [redacted] home on December 11, 2015. The assigned field service professional is instructed to inspect the sensor and possible replace it. Cancellation of the system is not warranted at this time. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

Tell usMarch 21, 2018   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: March 10, 2018                                                              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 the installation of his system. Mr. [redacted] requests that Vivint complete the installation process of his system. In an effort to resolve Mr. [redacted]’s concerns, Vivint has sent out a technician to complete the installation of Mr. [redacted]’s system, as well as apply three months of credit to his account. If Mr. [redacted] has any further concerns he may contact [email protected].  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 why here...

Complaint: [redacted]
I am rejecting this response because:
This is my response to the explanation given by Vivint. My complaint was and still is that Vivint withheld decision making information during the promotion and installation of the security system which included the indoor and doorbell cameras.Vivint never disputed that the cameras were not working and that it manually has to be reconnected. This is information  was not disclosed. As such, I'm not certain that there might be additional information being withheld.My request remain the same,  that I should be release out of this contract. Please note, that Vivint cannot dispute in writing my claims about the cameras, so instead they are writing about the system was being monitored. I never questioned whether my home was being monitored or not. They are being deceptive again and  refusing to being accountable. Sincerely,
[redacted]

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: Douglas F[redacted] Vivint Account #: [redacted] Date of Agreement:  May 18, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. Douglas F[redacted] and appreciate the opportunity to respond. In his complaint, Mr. F[redacted] alleges that someone other than Douglas F[redacted] entered into the Alarm System Purchase and Services Agreement ("Agreement") with Vivint on May 18, 2015, and that Douglas F[redacted] did not sign the Agreement.  Mr. F[redacted] desires the Agreement to be terminated given these claims. A Vivint representative has attempted to contact Mr. Douglas F[redacted] to resolve this matter. Vivint stands behind its original response  and advises Mr. F[redacted] submit a notarized copy of his signature or a copy of his driver’s license. Upon receipt of either of these documents, Vivint will review the signatures, and may cancel his Agreement and write off the remaining balance. I would advise him to contact Vivint’s Customer Care department at [redacted], or he may contact the representative he has been working with directly.Should 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]

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: September 17, 2012           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

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 that I have absolutely no further obligation to Vivint.  This is to include no early termination charges.
Also Vivint agrees to not turn me over to collections for the early termination charges.  If they do they agree to be liable for any and all legal fees to pursue the matter since they have stated that I have no further obligation to them.
Sincerely,
[redacted]

November 16, 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 25, 2014           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 is divorcing his spouse and as part of the settlement Mr. [redacted]’s spouse will take over the Vivint account, but the account is still in Mr. [redacted]’s name. Mr. [redacted] requests that the account be changed to his spouses name and a refund of all payments after October 2015.  A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s does not have any records of name changing documentation. In order for Vivint to change the name listed on the account Vivint requires a name addendum signed by each person and a signed name removal form. Once Vivint receives the legal documentation the name on the account can be changed. A refund of all the payments from October 2015 is not warranted. Because, all the payments are outlined in the contract. If Mr. [redacted] has any questions or concerns he can contact the representative who reached out to 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

September 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 18, 2008           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 has had multiple visits from his local police department due to false alarms. Mr. [redacted] desires cancellation without penalty, a refund for twelve (12) months of service and a refund for the false alarm fees. Vivint’s records indicate that Mr. [redacted] alarm system has been cancelled and he has no further obligation to Vivint. Vivint’s records further indicate that Vivint has offered to send technicians to resolve the issues with the system and Mr. [redacted] has denied these appointments. Since Vivint had not had a chance to resolve the issue a refund for 12 months of service and false alarm fees is not warranted at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 1, 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 11, 2016                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a resolution. Vivint has agreed to cancel her account upon receipt of the equipment. Vivint is in the process of reserving an appointment for the removal of the equipment for Ms. [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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

October 27, 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 29, 2016           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] explains that she has had issues with the service. Ms. [redacted]’s desired resolution is cancelation of the contract.   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] and to resolve this issue. 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

Complaint: [redacted]
I am rejecting this response because:
Yes we did settle with them this week but we do not know of any pre-recorded record to where we understood anything of what they said To the point of their response.  Maybe they can send us that proof.   They showed up at our door during a time when there were burglaries in our area.  It was not made clear to us that it was a 5 year contract.  The only way we signed a 5 yr contract is if we were mislead.
Sincerely,
[redacted]

February 6, 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: May 5, 2008             Date of Addendum: December 12, 2016                                         To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   However, Vivint spoke with Ms. [redacted] regarding her alarm service on December 12, 2016.  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 sixty (60) 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 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 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

January 12, 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 17, 2012            Date of Addendum: December 17,...

2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she attempted to cancel her account, but was informed she could not given she agreed to an extension of the account in 2015. Ms. [redacted] disputes the validity of the renewal and she desires cancellation of her agreement without penalty. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account.  Vivint’s records show that on May 17, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on December 17, 2015. Ms. [redacted] represented that she was interested in extending the term of her agreement in exchange for a wallfob device. Based upon this representation, Vivint offered a sixty (60) 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 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, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if she 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

February 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 25, 2014           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 there was some confusion regarding the contract. As such, Mr. [redacted] requests that his account be removed from collections and cancelled. 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 is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been removed from collections and will remain cancelled. 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