Vivint Smart Home Security

September 8, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 12, 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 was misled by her sales representative regarding payments. Ms. [redacted] requests cancellation of her account.   A representative has attempted to contact Ms. [redacted] via phone and email. Although Ms. [redacted]’s System Purchase and Services Agreement is valid, Vivint is willing to cancel her account upon retrieval of the equipment. Vivint advises Ms. [redacted] to contact this representative to schedule an appointment for the system removal.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 2014          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] states that he returned the Vivint equipment via FedEx. He requests cancellation of his Agreement and loan with Citizens One.  Vivint records indicate that upon the receipt of the equipment which was installed in Mr. [redacted] home his Agreement with Vivint and loan with Citizens One were cancelled on March 15, 2018 as requested. 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 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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] alleges that a false alarm fee had been issued to her after a Vivint technician had caused the false alarm when removing the ADT system. Vivint will reimburse Ms. [redacted] the $100 for the false alarm fee in the form of a check sent to her home. If Ms. [redacted] does not receive her check by September 25, 2015 I would advise her to call into Vivint for the status of her reimbursement. 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]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Blake C[redacted] Vivint Account #: [redacted] Date of Agreement: NA           To Whom It May Concern:I have reviewed the information...

provided by Mr. C[redacted] and appreciate the opportunity to respond. In his complaint, Mr. C[redacted] alleges that he has been billed after he had requested and confirmed the cancellation of the agreement for his service with Vivint Wireless. He desires a refund for the amount paid after cancellation. Vivint’s records indicate that the last invoice on Mr. C[redacted]’ wireless account was August 01, 2015. The request and confirmation for cancellation was made August 06, 2015. As Mr. C[redacted] has cancelled the account and will not utilize service in August, the payment last taken will be refunded back to 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[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,
Reginald M[redacted]

Complaint: [redacted]
I am rejecting this response because: I don't have an issue with the agrreement or the price my issue is with the company's customer service and the amount of time that it takes to get a service call. I have had this service in my new home since Feb 2015 and I have had issues with my security camera on and off and now it's completely off. I don't think any one at the company would want their family's safety put in jeopardy for an entire month. I'm not pleased with the service or the costumer service. I called on Vivint on Friday and spoke with a customer service rep and no one could resolved my issue. I was told I would be contacted back and I didn't hear from any rep until Mon. I sat home Saturday morning waiting for an appointment that was supposed to happen between 8 am 12. At 1030 I called and the rep said that the tech was on the way. Around 1105 I call Vivint and that when they could find my service call and told me they could come out until the 30th. That ridiculous to have to wait an entire month to get my system fixed. I didn't agree to a month credit I just wanted to get it fixed. I would still like to be released for my contract. I'm not satisfied and the haven't provided what was promised.
Sincerely,
[redacted]

June 12, 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, 2013           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term.  Vivint’s records further show that Mr. [redacted] stopped making his monthly payments.  As such, the account was cancelled for non-payment on June 30, 2014, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his account with this outside collections agency 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

November 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 6,...

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] states that she has had equipment complications with her security system that have not been resolved, and that Vivint’s installation caused damage to her home.  Ms. [redacted] further states that she was not aware of the forty-two (42) month Agreement and has been unable to cancel her service.  She desires to have the system removed from her home, her payments refunded, and her Agreement cancelled without penalty. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns.  At this time, Vivint is willing to cancel Ms. [redacted]’s Agreement and refund her payments if she will allow Vivint to retrieve its equipment from her home.  Vivint’s records show that Ms. [redacted] notified Vivint of her equipment concerns shortly after installation, but after the first appointment Ms. [redacted] has continued to have issues that have not been resolved.  Ms. [redacted] signed an Agreement on October 6, 2016 with an initial term of forty-two (42) months and a monthly services fee of $90.99; however, Vivint agrees to cancel the Agreement at this time.  Ms. [redacted] may contact Vivint’s representative directly to schedule removal of the equipment from her home.  Following the removal, Ms. [redacted] will have no further obligation to Vivint and all monies paid to Vivint will be refunded 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

December
14, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: May 19, 2012To Whom It May Concern:I
have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A
representative from Vivint has recently contacted Mr. [redacted] in an effort to
resolve his concerns. Vivint’s records indicate that this matter has been
resolved to Mr. [redacted]’s satisfaction.If
you have further questions or concerns regarding this response, please respond
to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax
number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

March 20, 2018       Revdex.com of Central and Northern Alberta 16102 100 Ave           Edmonton, AB T5P 0L3 RE:    Consumer Complaint Case #: [redacted]            Complainant: [redacted]             Vivint Account #: [redacted]            Date of Agreement: October 7, 2013                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint’s previous response contained an error and was supposed to read, “Vivint has confirmed that Ms. [redacted]’s term ends in October of 2018” rather than in 2019 as previously stated. In the document which Ms. [redacted] provides, it states that her finished contract date is October of 2018; however, Ms. [redacted] previously received an email from a representative at Vivint which states that her contract ends in April of 2019. Vivint apologizes for the confusion and inconvenience as it has been confirmed that Ms. [redacted]’s contract ends in October or 2018.   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

October 24, 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, 2017           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 she was over charged over $1700.00. As such, Ms. [redacted] requests a refund of $1700.00.A representative from Vivint has recently contacted Ms. [redacted] over the phone 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 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

May 26, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 9, 2011           To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that he is still unable to access his online account, and that he has an updated panel.  Mr. [redacted] desires access to his billing information through Vivint’s online account system. A representative from Vivint has been working with Mr. [redacted] in an effort to resolve his concerns. This representative has advised Mr. [redacted] to contact a specialized team in Vivint’s Customer Care department to resolve this issue, as a recent service visit resulted in an updated panel that requires access to an updated online account center.  On May 22, 2015, a specialist attempted to contact Mr. [redacted], to assist him in gaining access to the new online system.  Mr. [redacted] returned the phone call, and a specialist was able to assist him in gaining the needed access.  Vivint believes that this issue has been resolved.In an effort to assist Mr. [redacted], Vivint has applied a credit to his billing account to cover three (3) months of service.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]

The alarm per their  email has been cancelled effective 8/27/15 and a credit has been issued to the account.  Furthermore, in agreement with the company no further billing or actions will take place, the account is closed.
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]

March 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, 2009           To Whom It May Concern:I have reviewed...

the information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mrs. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [redacted]’s satisfaction. Mrs. [redacted]’s Vivint account has been cancelled effective immediately.  Additionally, Mrs. [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]

July 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Robert B[redacted]  Vivint Account #: [redacted] Date of Agreement: February 28, 2012          To Whom It May...

Concern:I have reviewed the information provided by Mr. B[redacted] and appreciate the opportunity to respond. In his complaint, Mr. B[redacted] alleges that he is unable to cancel the account and has fallen on financial hardship. Mr. B[redacted] desires cancellation of the Agreement.Vivint’s records indicate that prior to the installation of any equipment, Mr. B[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. B[redacted] completed the required Pre-Installation Survey on February 28, 2012. During the recorded Pre-Installation Survey, Mr. B[redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Mr. B[redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. B[redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Cancellation of Mr. B[redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Mr. B[redacted], in an effort to resolve these concerns.  Should Mr. B[redacted] wish to cancel his agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. B[redacted], Vivint is willing to lower his payoff amount by 56%, bringing the total payoff amount to $[redacted]. If Mr. B[redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at [redacted], or he may contact the representative he 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 8, 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...

22, 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] states that she requested cancellation of her account when she had fulfilled the initial term and was month-to-month, but that Vivint continued to bill her for service even after she sent the required email notice. Ms. [redacted] desires a modification of billing for services, and for her account to be cancelled. Vivint’s records show that Ms. [redacted]’s account has been cancelled as of August 29, 2017, and she has no further obligation to Vivint.  Vivint has also waived the past due balance on Ms. [redacted]’s account. Vivint’s records show that Ms. [redacted] signed an Agreement with Vivint on August 22, 2008, in which she agreed that service would continue year to year after the initial term of sixty (60) months, unless cancelled in writing no later than 30 days before the next renewal term (Vivint Alarm Purchase and Services Agreement, Section 2.4).  Ms. [redacted] called Vivint and requested cancellation on June 21, 2017.  During this call, Vivint’s representative advised her of the needed written notice for the account to be cancelled.  Ms. [redacted] indicated that she would not be sending a written notice and that she would just stop paying. Ms. [redacted] stopped paying her monthly fees after June 2017, and a past due balance accrued when the account continued to be invoiced in July and August as there was no notice of cancellation on file.   A written notice of cancellation was provided via email by Ms. [redacted] on August 29, 2017, and Vivint agreed to waive the 30-day notice and cancel her Agreement immediately at her request.  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

April 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: ***  Complainant: *** *** Vivint Account #: *** Date of Agreement: July 21, 2012          To Whom It May Concern:I have reviewed...

the information provided by Mr. *** and appreciate the opportunity to respond. In his complaint, Mr. *** states that his wife was misled by a Vivint representative regarding the term of her agreement, and that she was talked into accepting a six (6) month deferment instead of canceling her account. Mr. *** desires to be refunded for the extra monies he has paid Vivint and cancellation of his agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; Mr. *** 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. *** completed the required Pre-Installation Survey on July 21, 2012During the recorded Pre-Installation Survey, Mr. *** represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $68.99 each month during that term.  Further, Mr. *** represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. ***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.  Mrs. *** notified Vivint of her plans to move on September 16, 2016.  Mrs. *** stated that her last night at address *** *** *** ** was September 25, 2016. Mrs. *** represented that she was planning on having her Vivint system in her new home however; it would not be ready until March. A Vivint representative offered to defer Mrs. ***’s monthly payments for six (6) months while Mrs. *** waited for her new home to be ready.  Indeed, Vivint read the following statement, after which Mr. *** responded affirmatively: Jeffrey *** you understand this call is being recorded and you agree to defer your payment and extend your end date by six (6) months from today. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.Despite this information, Vivint’s records show that Mr. ***‘s agreement with Vivint has been cancelled and he 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***Chief Compliance Officer

February 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: September 16, 2015          To Whom It May Concern:In his rebuttal, Mr. [redacted] rejects Vivint’s offer of a reduced payoff. Mr. [redacted] reaffirms his allegations that his sales representative offered the cancellation of his account without penalty at any time. Vivint maintain its stance in regards to Mr. [redacted]’s account. Vivint’s records contradict Mr. [redacted]’s allegations. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Mr. [redacted] signed a System Purchase and Services Agreement which outlined that he had a three day trial period where he could request cancellation of the account without penalty (Section 4). Vivint has included a copy of Mr. [redacted]’s Agreement with their response. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. Alternatively, Vivint has offered to move Mr. [redacted]’s system to his new home. If Mr. [redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.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]

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,
Bethany W[redacted]

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: August 5, 2015          To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he was misled by a Vivint representative regarding payment by Vivint of his contract with another alarm company.  Mr. [redacted] has written documentation showing that Vivint’s representative agreed to make this payment for him, and he desires Vivint to honor this promise.  During the telephonic Pre-Installation Survey completed by Mr. [redacted] at the time his Vivint system was installed, 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 at that time to ensure that he understood his commitments to Vivint as shown on his signed Purchase and Services Agreement.   A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve this matter.  Vivint will honor the promise of reimbursement for cancellation of Mr. [redacted]’s agreement with the other security company, if he will provide the documentation showing the sales representative’s promise, as well as documentation from the other company showing the amount to buyout his contract with them.  Mr. [redacted] may contact Vivint’s representative who has emailed him directly to provide this documentation.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]