Vivint Smart Home Security

March 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 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 requested cancellation of her account prior to the end of her initial term, and that Vivint continues to bill her for service. Ms. [redacted] desires a refund of the past due balance she paid to Vivint to cancel services and for her account to be cancelled. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on June 19, 2013, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Ms. [redacted] on February 4, 2017. Ms. [redacted]’s account has been cancelled, and she has no further obligation to Vivint.  In an effort to assist Ms. [redacted], Vivint is willing to refund $158.68. Ms. [redacted] indicated that she had moved and Vivint is unable to process this refund without her new address or bank information. A Vivint representative has attempted to contact Ms. [redacted] to obtain that information. She may contact the representative directly to provide the necessary information.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]

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:  July 21, 2014To 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 damage was done to his home due to complications with Vivint’s thermostats. Vivint’s records indicate that Mr. [redacted] has notified Vivint of this concern. The most recent records demonstrate that a representative from Vivint’s Home Damage department has attempted contact with Mr. [redacted] regarding this, but have not been able to speak with him. Vivint has agreed to reimburse the amount of the invoice provided by Mr. [redacted] totaling $[redacted] in the form of a check to be shipped to the address on file, and is awaiting confirmation on Mr. [redacted]’s behalf.Based upon Mr. [redacted]’s representations, and in an effort to resolve this dispute, Vivint’s representative from the Home Damage department will continue attempts to contact Mr. [redacted] until this concern is resolved.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]. [redacted]

August 19, 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 16,...

2016                         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 was charged for his first month of service before his system was working properly, that he had complications with his doorbell camera and Amazon Echo, and that the thermostat installed by Vivint caused problems with his air conditioning.  He further states that Vivint’s sales representative promised to pay off his contract with another company, in the amount of $540.00.  Mr. [redacted] desires a credit of $80.99 for his first payment, a credit of $335.00 for charges from the third party heat and air service, and a credit of $540.00 for cancellation of his previous security service.  Mr. [redacted] also desires cancellation of his System Purchase and Services Agreement (“Agreement”) with Vivint, without penalty. Vivint’s records show that a credit of $540.00 was applied to Mr. [redacted]’s billing account on June 17, 2016 to compensate for the amount he had to pay to cancel his previous alarm company.  This credit has been covering monthly service fees and will continue to cover these fees until the credit is exhausted.  To further assist Mr. [redacted], Vivint also reduced the term length of his Agreement to forty-two (42) months.  When Mr. [redacted] notified Vivint of his equipment problems, Vivint dispatched a technician to his home on July 12, 2016.  On this date, Vivint’s thermostat was removed and Mr. [redacted]’s monthly service fee was reduced by $10.00.  In addition, Vivint has given Mr. [redacted] a credit of $15 each month for the first year of his service.  Vivint advised Mr. [redacted] that he would need to contact Amazon for more assistance with the Amazon Echo, and that he would need increased internet speed for his doorbell camera to function more efficiently.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 16, 2016. 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 $80.99 each month during that term, and that at the time of installation she would be charged the first monthly service fee of $80.99.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   As agreed upon, Vivint charged Mr. and Ms. [redacted] for the first month of service at the time of installation, and this payment will not be refunded.Mr. [redacted] notified Vivint of problems with the thermostat on July 8, 2016, and at that time the service visit was scheduled with Vivint’s technician and Vivint’s thermostat was removed.  Vivint has not received any documentation or claim of a third party technician repairing Mr. [redacted]’s HVAC system.  If he desires compensation for such a repair, he may send his invoice for the repair to: [email protected], and Vivint’s Claim Resolutions department will review his claim and follow up. 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

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

May 9, 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 5, 2011            Date of Addendum: July 1,...

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] explains that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel her agreement. Mr. [redacted] desires cancellation of his agreement without penalty.A Vivint representative recently attempted to contact Mr. [redacted] via email to resolve his concerns. Vivint’s records show that on May 5, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed in November 2014.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on July 1, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:  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 these facts, Vivint agrees to cancel Mr. [redacted]’s agreement as of May 9, 2017 without any charges. Mr. [redacted] no longer has any obligation to Vivint. If Mr. [redacted] has any questions or concerns he may contact the Vivint 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

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]

August 9, 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: July 10, 2010             Date of Addendum: July 17, 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 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 is willing to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. Snyder regarding her alarm service on July 17, 2014.  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 forty-two (42) 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 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 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

July 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Amber W[redacted]  Vivint Account #: [redacted] Date of Agreement: May 7, 2014           To Whom It May Concern:I have...

reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. In her complaint, Ms. W[redacted] alleges that she was promised the cancellation or defermet of the agreement at any time. Ms. W[redacted] further alleges Vivint offered a twelve (12) month deferment of her account. Ms. W[redacted] now desires the cancellation of her agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; Mr. Finis W[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. Finis W[redacted] completed the required Pre-Installation Survey on May 7, 2014. During the recorded Pre-Installation Survey, Mr. Finis W[redacted] represented that he understood and agreed to the initial term of forty-eight (48) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Mr. Finis W[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. Finis W[redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Vivint’s records further indicate that Ms. W[redacted] called on March 13, 2015 to discuss billing concerns. At the time Ms. W[redacted]’s account was five (5) months past due. Ms. W[redacted] was credited three (3) months, and Ms. W[redacted] was informed of the two months still past due. Ms. W[redacted] was advised a deferment could be place on the account once the account was active for one year, which was in May of 2015. Ms. W[redacted] called Vivint and requested a deferment on April 30, 2015. Ms. W[redacted] was informed that Vivint needed to speak to Mr. Finis W[redacted] in order to complete this request. Vivint has no further record of a deferment request. Vivint’s records show that Ms. W[redacted] stopped making her monthly payments after November 2014.  As such, the account was cancelled for non-payment on May 29, 2015, and was sold to an outside collections agency.  A representative from Vivint has recently attempted to contact Ms. W[redacted] in an effort to resolve her concerns. Vivint has agreed to cancel Ms. W[redacted]’s account and remove it from collections if Ms. W[redacted] agrees to pay the past due amount, which is $[redacted]. If Ms. W[redacted] wishes to take advantage of this offer, I would advise her to contact the representative who has been attempting to contact her or to call Vivint’s Billing department at [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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 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: August 4, 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 his concerns. Mr. [redacted] was unavailable to discuss his Vivint system and will call back at a future 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

August 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: July 22, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond.   In their complaint, they explain that they did not agree to their account being charged upon install; however, a payment was taken from the [redacted]’s account upon install. The [redacted]s request that their equipment be reinstalled, cancellation of their service and a full refund.   Vivint’s records indicate that as of July 25, 2017, Ms. [redacted] has decided to keep her service with Vivint. Additionally, Vivint has applied a credit of $215.00 to their 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Tell us why here...July 17, 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: July 9, 2016                                                             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 experienced frustration with his home damage claim with Vivint. Mr. [redacted] requests that Vivint pay him the average of two estimates that he has received for the damage.  Vivint’s records indicate that the Home Damage department is willing to offer $250.00 towards the damage. Vivint’s position remains regarding the amount which has been offered. If Mr. [redacted] would like to accept this amount, he may contact the representative in home damage whom he has been discussing his claim with.  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, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 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 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

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

February 12, 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: May 30, 2014                                                              To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respond. Mr. [redacted] alleges that his dad, [redacted], has moved into a retirement home. He further alleges that his father is receiving calls from Vivint because he owes money. Vivint received a call on February 9, 2016 from [redacted] asking why his father’s account had not been cancelled. Vivint informed [redacted] that his father’s account was denied special cancellation because he was not living in an assisted living home. [redacted]’ father is living in a retirement home. Cancellation without penalty is not warranted. However, in an effort to assist Mr. [redacted], Vivint has agreed to cancel his account and waive the past due balance. Mr. [redacted] no longer has any 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

August 16, 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 16, 2016 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 was told at the time of sale that he could upgrade his system at any time and it would just increase his monthly fee, but that he has recently requested an upgrade and Vivint has advised that he would need to pay for the equipment.  Mr. [redacted] further states that he has referred many people to Vivint but that Vivint will not give him the promised referral credits.  He desires cancellation of his Agreement without penalty.  At this time, to assist Mr. [redacted] Vivint is willing to reduce his monthly services fee by $15.00 for the remainder of his Agreement term.  Vivint also remains willing to apply referral credit of $50.00 each for confirmed customers, and to discuss upgrade options with Mr. [redacted].Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement on June 16, 2016 with an initial term of forty-two (42) months and a monthly services fee of $60.99, plus applicable taxes, during that term. The monthly services fee later increased by $5.00 with the addition of a third camera.   Mr. [redacted] has contacted Vivint multiple times to request referral credits, and has received the $50.00 credit for the one name Vivint was able to confirm as a customer.  If Mr. [redacted] can advise Vivint of the names of his other referrals, and if Vivint can confirm that they are customers, he may receive additional credits.  A representative from Vivint attempted to contact Mr. [redacted] on August 9, 2017 at the request of his sales representative, to discuss upgrade options. Vivint provided Mr. [redacted] with the equipment listed on his Agreement documents at the time of installation, but will not provide additional equipment at no cost.Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time.  However, Vivint agrees to the above resolution.  Mr. [redacted]’s monthly services fee will now be $50.99, plus any applicable taxes, for the remainder of his Agreement term.  This discount may assist with any charges should Mr. [redacted] wish to add equipment to his system.  He may contact Vivint’s Customer Loyalty department at 1-800-216-5232 to discuss upgrade options.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: What a poor response. Vivian is placing all the blame on me for not testing their faulty system. They do not acknowledge what their employee expressed, nor take ownership of their faulty equipment (again still in my possession). I expected more from this company, one that was highly recommended by my neighbors. I will definitely let those who ask know that Vivint is not what it is hyped to be. Your legal team sent me "alarm history" but failed to send me the "system history." According to your employee, it is the "system history" that shows when the system is offline. I need the system history and please don't respond saying that does not exist because on your recorded lines, your employee explained that to me several times. 
Sincerely,
[redacted]

March 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: December 3, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s past due balance has been waived and it at a $0.00 balance. 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 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that her security system was never installed. Ms. [redacted] desires a full refund of monies paid to Vivint.Vivint’s records indicate that a refund of all monies paid to vivint was sent to Ms. [redacted]. If Ms. [redacted] has not received this refund I would advise her to call into Vivint to inform us so we may take the necessary action in getting it to her. Ms. [redacted]’s account is cancelled and she will not be charged by Vivint any further. 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 25, 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 19, 2010 Date of Addendum: April 28, 2015 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 was not informed that his contract was extended witch caused Mr. [redacted] to buyout the remainder of his contract when he canceled his account. As such, Mr. [redacted] requests that Vivint refund half of the buyout amount. A Vivint representative has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records show that on May 19, 2010 Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months. However, Vivint spoke with Mr. [redacted] regarding his alarm service on April 28, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested upgrading his equipment.  Based upon this representation, Vivint offered a forty-two (42) month extension to cover the cost of upgrading to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:  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. Due to this information the buyout that Mr. [redacted] paid was. Thus a refund from Vivint is not warranted. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]