Vivint Smart Home Security

May 8, 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:  June 5, 2012 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 Vivint technician damaged one of her doors at the time of system installation, and that Vivint has not made a sufficient offer to replace the door.  Ms. [redacted] has received a quote from a local contractor, and she desires for Vivint to pay the amount given in the quote, which is $1,096.52.Vivint’s records indicate that Ms. [redacted] has been in contact with Vivint’s Home Damage department in regards to this concern.  After consulting with contractors in Ms. [redacted]’s area, Vivint offered a settlement of $[redacted], which Ms. [redacted] declined.  At this time, Ms. [redacted] has provided Vivint with the above-mentioned quote from another contractor, and Vivint’s Home Damage department is attempting to contact this contractor, so that this matter may be settled.A representative from Vivint’s Home Damage department remains in contact with Ms. [redacted], and will ensure that her recent quote is reviewed.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]

March, 1 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]           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 at the time of the initial sale she was told that the Vivint representative was a representative of her previous company. Ms. [redacted] further states that when she discovered he was not with her previous company she was promised additional pieces of equipment which were not provided. Ms. [redacted] requests the promised items.Vivint records indicate that Ms. [redacted]’ service was cancelled at her request on February, 24 2017 and all payments made to Vivint were refunded on February, 27 2017. Records further indicate that the equipment installed by Vivint was removed from her home on February 28, 2017. Ms. [redacted] 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[redacted]Chief Compliance Officer

April 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: May 2, 2015           To Whom It May Concern:I have...

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

Complaint: [redacted]I am rejecting this response because:  This information is totally false.  I am going to start taking detailed notes and will file another claim with Revdex.com and the State of Massachusetts as soon as possible.Sincerely,[redacted]

November 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 4, 2012            Date of Addendum: July...

1, 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 her equipment was never serviced. Ms. [redacted] further states the one representative she had come to her door was a sales representative who renewed her Agreement for a lower monthly rate. Ms. [redacted] now is experiencing equipment issue, but Vivint has not sent a service technician to her home. 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 December 4, 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 his alarm service on July 1, 2015. Ms. [redacted] represented that she was interested in extending the term of his agreement in exchange for a lower monthly service fee.  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 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

Complaint: [redacted]
I am rejecting this response because:
I am asking that you reopen my complaint on Vivint I gave  enough time to fix their dysfunctional alarm they sent a guy on the 7th November he spent an hour didn't say what was wrong and left. I am still having the same problem the cops came again this is causing me so much stress I emailed them they never got a reply only telephone calls I get at this point I want to stop payment and let them this alarm out of my home now. This is costumer service told I am sending some on the 7th to fix the alarm and if broke I have pay for the to come back out to I don't this system in my home my family is fed up with it please help me a senior citizen to get resolved now thank you
Sincerely,
[redacted]

May 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 21, 2012          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.  Mrs. [redacted] notified Vivint of her plans to move on September 16, 2016. Mrs. [redacted] 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. [redacted]’s monthly payments for six (6) months while Mrs. [redacted] waited for her new home to be ready.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively: [redacted] 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.Vivint policies do not state that a Vivint representative will notify the customer when their deferment period is over. Vivint relied on Mr. [redacted]’s affirmative response to ensure that he understood his commitments to Vivint regarding his deferment. A refund will not be issued due to there being no Vivint policy stating that a Vivint representative will notify the customer when their deferment period is over. Vivint relied on the customer’s affirmative response to ensure that they understood their commitments to Vivint regarding their deferment.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 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   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 she cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint.  Ms. [redacted] desires a refund of a payment made to Vivint of $168.95 and refund postage of $5.12.   Vivint’s records indicate that a refund in the amount of $168.95 is being sent back to the credit card on file on December 13, 2016, to refund the monies paid to Vivint by Ms. [redacted]. Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint. However a refund for postage is not warranted.  I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: November 22, 2014                         To Whom It May Concern: In her rebuttal, Ms. [redacted] alleges that the third party contractor Vivint sent was unable to repair her HVAC system, and that Vivint’s attempt to remove its thermostat from her home further escalated the issue.  Vivint’s records confirm that Ms. [redacted] notified Vivint of her concerns with the thermostat on many occasions. The third party contractor that inspected Ms. [redacted]’s HVAC system determined that the thermostat issue was caused by a problem with the HVAC system and not Vivint’s thermostat.  Vivint paid the service fee for that visit, but is not responsible for any repairs needed in regards to Ms. [redacted]’s HVAC system.To assist Ms. [redacted], Vivint has cancelled her Agreement without penalty, and has processed a refund of her most recent payment in the amount of $[redacted].  Vivint also allowed Ms. [redacted] to keep its thermostat and door lock at her home although the Agreement was terminated prematurely. Vivint maintains its position that no further compensation is warranted, and believes this matter to be 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 8, 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, 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 was promised her final payment to Vivint would be refunded. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has contacted Ms. [redacted], in an effort to resolve these concerns. Vivint will refund Ms. [redacted] her final payment, in the amount of $[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, [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,
Timothy S[redacted]

I accept the response and want to make sure they take out of collections as soon as they can. Collections keeps calling me everyday wanting money.  Thank you. [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,
[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.
Even though I should of received payment 9 months
Sincerely,
[redacted]

February 10, 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 4,...

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 was misled by a Vivint representative regarding the term length of her Agreement, that she was promised but has not received a credit for the 2 customers she referred to Vivint, and that Vivint has refused to address her equipment problems.  Ms. [redacted] desires for her Agreement term to be two (2) years, referral credit, and for Vivint to repair her garage door sensor.  At this time, Vivint has applied a credit to Ms. [redacted]’s account in the amount of $141.98, to cover two (2) monthly service fees.  Vivint is also willing to send a technician to Ms. [redacted]’s home at no charge to her, to address any concerns she may have with the system.  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 4, 2016. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months and the monthly services fee of $70.99, plus any applicable taxes, during that term.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.  Reduction of the Agreement term is not warranted at this time.Vivint has no record of Ms. [redacted] reporting her referrals or her issue with the garage door sensor to Customer Care; however, Vivint agrees to the above resolution.  Ms. [redacted] will not be charged for service in March or April, and she may contact Vivint’s Customer Care department at 1-800-216-5232 to schedule her service visit.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:
 Dear Revdex.com,I am following up regarding my complaint against Vivint Home Security due to the fact my issues have not been handled.  I was informed via the messaging system that the Vivint corp., was not willing to do anything in regards to my complaint and have been unable to contact me.  I will say again that that is a cop out, I called and spoke to them atleast 8 times and had individuals over to my home 3 times regarding the issue of them not having installed a smoke detector in my home when our service was transfered to my new property.  At the very least they owe us the difference for 15 months of paying for something we didn't have (smoke detector), and the repairs necessary for our flooring and sub-floor when we had a fire.  It is not the responsibility of my insurance when we were paying to be notified of a fire from the company that is there to do just that among other things.  I appreciate your help in this matter.Thank you,[redacted]
Sincerely,
[redacted]

December 22, 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 25, 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 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.  She 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

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: May 3, 2012                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she requested cancel her account on June 27, 2017; however, her account was charged another monthly payment on July 25th. Ms. [redacted] requests that Vivint refund her the amount of $54.11 and cancel her account.   At this time, Vivint is willing to refund the amount of $54.11 to go back in Ms. [redacted]’s checking account. Additionally, Ms. [redacted]’s account has been previously cancelled.   By way of explanation and according to Vivint’s cancellation policy, the customer must send Vivint a written notice of cancellation 30 days prior to cancellation. Because an additional billing cycle occurred prior to the effective date of the cancellation, a payment was appropriately withdrawn within the thirty day period and on her billing date of July 25, 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

March 6, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: February 10,...

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 he bought out and cancelled his contract on January 4, 2018 but that Vivint did not cancel his account and billed him another $108.30.  Mr. [redacted] desires a refund of $108.30 and cancellation of his Vivint Agreement.  At this time, Vivint will send a check in the amount of $108.30 to Mr. [redacted], to refund the payment taken after the account was paid off.  Mr. [redacted]’s Agreement was cancelled on February 27, 2018, and he has no further obligation to Vivint.  I apologize for any undue delay in this process.  Mr. [redacted] may expect his refund check in 7-10 days.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 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:
No this issue hasn’t not been resolved. The company is refusing to refund the money they illegally took from our account. We have hired an attorney and will be going forward with suing them for theft. Thank you for trying to assist us with this. I tried going wenwoold t have to go this route but due to the time and efforts and stress this has put us under, we will be suing for theft but pain and suffering as well with this company but the owner of the home as well will getting sued since the alarm company called us to get the code to give to him tonuse in his house. The alarm has been used several times in this home. We have even stopped by to talk to the current renters. Sincerely,
[redacted]