Vivint Smart Home Security

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,
Joan [redacted]

December 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: August 15, 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 was told by the sales representative that Vivint would pay off and cancel her old security company on her behalf. Ms. [redacted] explains that has not happened and that she called in and was told that she would have to cancel her old company herself. As such, Ms. [redacted] requests that her account be canceled and a refund of all monies paid to Vivint.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 Ms. [redacted] was working with a Vivint representative exploring the possibility of Vivint buying out the remainder of Ms. [redacted]’ contract with her old security company. However, when Vivint’s representative requested the paperwork regarding Ms. [redacted]’ old security company she ceased working with Vivint’s representative. As such, a refund of all monies paid to Vivint is not warranted. Despite these facts and in an effort to help Ms. [redacted], 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

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 Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact 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]’s account has been canceled and a refund has been issues back to Ms. [redacted] for $157.33. Ms. [redacted] may contact Vivint’s representative directly if she has any questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 14, 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] claims that a Vivint technician removed her pre-existing alarm system during the installation process. She then states that in order to move, her landlord is requiring her to either replace the pre-existing system or leave behind her Vivint system. Ms. [redacted] claims that she did not authorize the technician to dispose of the pre-existing equipment and that she should not be responsible for replacing it. As such, Ms. [redacted] is requesting that all-new equipment be installed in her new residence, at no charge. At this time, a full system replacement is not warranted. Ms. [redacted] may either move the system with her or purchase new equipment as offered by Vivint’s representatives. Vivint has no record of a pre-existing system being removed or disposed of during the installation process. In the event that a new customer has a pre-existing system, it is Vivint’s policy to remove the old equipment as needed and to leave it with the customer. Vivint is not liable for another company’s system, and Vivint is not required to provide a full system replacement in the event of a customer’s relocation. If Ms. [redacted] can provide documentation of Vivint agreeing to replace her system at no charge in the event of her moving, then Vivint will honor that documentation. However, Vivint currently has no record of such an offer being made, and will be following the standard move procedure. 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 11, 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 21, 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.   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 4, 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 29, 2017                                                   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 did not sign the System Purchase and Services Agreement (“Agreement”). Mr. [redacted] requests a refund and cancellation.   Vivint’s records indicate that Ms. [redacted] signed the Agreement. In order to investigate accounts for forgery, Vivint requires that the customer send Vivint a copy of their Driver’s License or notarized signature. Ms. [redacted] has provided Vivint with a copy of her Driver’s License and the account has been fully reviewed. Vivint has not found the signatures to be different and as such, the account remains active.       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 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: October 19, 2007           To Whom It May...

Concern:I have reviewed the information provided by and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that her account was supposed to be cancelled after she paid a total of $557.86 but her account has remained active. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint has cancelled Ms. [redacted]'s Agreement. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. Vivint apologizes for any undue delay in this process. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 2, 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: May 31, 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] alleges that there are cheaper options in regards to security services in his area. Mr. [redacted] is requesting to have his monthly payment lowered from $69.99 to $29.99.    Vivint’s records indicate that prior to the installation of any equipment, Mr. [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. [redacted] completed the required Pre-Installation Survey on May 31, 2014. 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 $69.99 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.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   The lowering of Mr. [redacted]’s monthly payment is not warranted. However, Vivint is willing to offer him a 40% discount on his monthly payments. Vivint has changed his monthly payments to $[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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

April 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: November 16, 2016             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 has been receiving bills from Vivint for her security service after she was told that all billing would stop. As such, Ms. [redacted] requests that all billing stop and that she still have access to the systems features.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 matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account balance has been cleared and her monthly payments have stopped. 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

Complaint: [redacted]
I am rejecting this response because:I have left a voice mail and reached out to the other VIvint numbers I have.I have yet to received any of my money back (supposed to be within 10 days of NOC, per contract). I was told two times, up to 10 days. Clearly, it was not done at that time. It caused overdraft charges at my bank.I was told that according to the contract and due to 1) my making the equipment available multiple times and 2) due length of time (over 21 days), the equipment is mine to do with as I please and am not obligated to send anything back. I would like this in writing, would like this to be closed, and would like to stop being called and offered additional service effective immediately.[redacted]Sent from my iPhoneOn Sep 21, 2017, at 3:34 PM, Bea B[redacted] <rebekah.b[redacted]@vivint.com> wrote:Hello Mrs. [redacted], Recently, I have attempted to contact you in order to assist with your Revdex.com Complaint. Please contact me via email or call me at 801.229.6506 so that we can discuss the best solution for you. Thank you, Bea B[redacted] Legal Assistant P: 801.229.6506rebekah.b[redacted]@vivint.com vivint.SmartHomevivin...⇄ This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. 
Sincerely,
[redacted]

November
16, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

            Vivint Account #: [redacted]             Date of
Agreement: July 19, 2011            Date of Addendum: April 2, 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 he cancelled his agreement in June 2015, but
Vivint continues to charge him for the service. Mr. [redacted] desires
the cancellation of the account without penalty. Vivint’s
records show that on July 19, 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 on February 19, 2015. However,
Vivint spoke with Ms. [redacted] regarding her alarm service on April 2, 2014. Ms.
[redacted] represented that she was satisfied with Vivint’s services and that she
was interested in extending the term of her agreement with some additional
equipment. 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. Cancellation
of Mr. [redacted]’s agreement without penalty is not warranted, however Vivint
would like to assist Mr.
[redacted]. Vivint has agreed to cancel the extension, and agreed to cancel the
account. Vivint also agrees to waive any past due amount on the account. 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]

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. Their resolution was communicated to me by phone on June 12. I am currently waiting on an email confirmation. They resolved the issue to my complete satisfaction.
Sincerely,
Teresa [redacted]

Complaint: [redacted]
I am rejecting this response because:  The response is incomplete and inaccurate.  My first communication with Vivint about the issues we were having was NOT on April 22nd.  My husband called in over 1.5 weeks prior to that to get on the schedule.  I ended up calling in on the 22nd because I received a rude call about having a balance on my account, which I did not.  I only received the call because the people at Vivint could not complete the proper paperwork or make the necessary notes on my account.  I'm glad to say that I THINK those mistakes have been corrected.In addition, the tech came on 5/2 and was somehow able to get the cameras to work more favorably and also the door lock, BUT now the light repeaters do not work at all. I'm not sure when we will actually have a completely working system, but I am growing more tired and frustrated by the day because Vivint cannot seem to get things together to serve the customers that keep them in business.
Sincerely,
[redacted]

May 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: March 9, 2011           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A prorated refund in the amount of $23.32 has been processed to Mr. [redacted]’ account as requested. This prorated amount is from the date of cancellation, April 21, 2017 to the end of the billing date, May 5, 2017.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 30, 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: August 17, 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 Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a 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

September 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   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 Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] explains that he has experienced and issue with the sales representative and the service. Mr. [redacted]’s desired resolution is cancelation of the contract. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that 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

April 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 2014           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that his Vivint billing account has been sent to collections. Mr. [redacted] further states that he was deployed at the time of the initial sale and was under the impression his Vivint account was cancelled in June, 2016. Mr. [redacted] is now in collections, and desires cancellation of his agreement without penalty.Vivint’s records show that [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of sixty (60) months unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  She also represented that she would pay a monthly monitoring fee of $69.99 each month, plus applicable taxes, during that term. A written notice of cancellation has yet to be provided by Ms. [redacted].Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after May 2015.  As such, the account was cancelled for non-payment on July 30, 2015, and was sold to an outside collections agency.  [redacted] and [redacted] must settle the balance of their 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

May 5, 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: May 12, 2010           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 has contacted Vivint multiple times, because her son’s phone number is connected to another customer’s account.  Ms. [redacted] alleges that Vivint has not removed the phone number, and she desires that her son’s phone number be removed from Vivint’s records.Vivint’s records show that the phone number in question has been removed from Vivint’s monitoring and account records.  A representative from Vivint has contacted Ms. [redacted] to confirm the phone number, and has ensured that the phone number is removed from the alternate 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, [redacted]

December 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: September 26, 2008           To Whom It May Concern:I...

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

March 17, 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 11, 2013          To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has experienced damage in his home from a recent fire. Mr. [redacted] further explains that following a recent move smoke detectors were not installed in his new home. Mr. [redacted] requests assistance in resolving his home damage claim.  A Vivint representative has attempted to contact Mr. [redacted] in an effort to resolve his complaint but has been unable to reach him. Vivint is not an insurer and as such Vivint recommends Mr. [redacted] contact his homeowner’s insurance provider and file a claim through them for any damage resulting from a fire in his home. Vivint records indicate that the sixty (60) month agreement which Mr. [redacted] signed on June 11, 2013 continues until June 11, 2018. Despite this fact if Mr. [redacted] desires Vivint is willing to cancel Mr. [redacted]’s service at no penalty. If he is interested in this offer Mr. [redacted] may contact the Vivint representative who has attempted to reach him by emailing [redacted]@vivint.com 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