Vivint Smart Home Security

June 2, 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 4, 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 is being resolved to Ms. [redacted]’s satisfaction. Following removal of Vivint’s equipment from her home, she will have no further obligation to Vivint.  She may contact Vivint’s representative directly with any further questions or concerns in this matter.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:  Ms. [redacted] made payments on this service in December 2016; it is her account not mine.
Sincerely,
[redacted]

March 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 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. 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 23, 2015 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: August 17, 2015                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] alleges that she signed up with Vivint while unknowingly still being under contract with another company. Ms. [redacted] requests that her account with Vivint be cancelled. 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 August 17, 2015. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.  On this call, the customer responded affirmatively to the following statement: Do you understand that Vivint is not affiliated with Monitronics or any other company and that you may be responsible for any agreements or termination fees with Monitronics? Cancellation without penalty is not warranted. However, in an effort to help Ms. [redacted] Vivint is willing to offer her 50% off her monthly payment every month for the rest of her Agreement. If this is not an acceptable option for Ms. [redacted], she may pay off the rest of her Agreement which would amount to $[redacted]. However, Vivint is willing to let Ms. [redacted] pay off this amount at 50% off, which would bring the amount down to $[redacted].   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. If  Ms. [redacted] wishes to take advantage of this offer, she may contact [redacted]@vivint.com or call ###-###-####. 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 3, 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: January 26, 2009                                                               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 experienced difficulty with customer service and deferments in particular. Ms. [redacted] requests cancellation of her account and a refund of $89.98.   Vivint’s records indicate that Ms. [redacted]’s account was cancelled on February 23, 2017. Additionally, a refund of $89.98 was issued on February 24, 2017; she should receive this refund with 7-10 business days from the issue date.   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 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 18, 2013          To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. Mrs. [redacted] states that her window sensors have not been functioning since she had her system installed with Vivint. The desired settlement was repair of services.  In order to assist Mrs. [redacted], Vivint is willing to replace up to six old window sensors from her previous company with new window sensors. A representative has sent Mrs. [redacted] his contact information so that she may schedule a technician to come out and replace these sensors. In addition to replacing these sensor, Vivint is willing to add a credit of $50 to her account. For further information, Vivint’s records indicate that following the installation of the equipment, Mrs. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mrs. [redacted] completed the required Post-Installation Survey on January 18, 2013. During the recorded Post-Installation Survey, Mrs. [redacted] represented that she was satisfied with the installation of his system.  In addition, Mrs. [redacted]’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that she may request a service visit (Sections 5, 12).  Vivint did not receive any notification of sensors not working until October of 2015. A refund of $50 would warranted since this was first time Mrs. [redacted] had notified Vivint of any issues with her system. 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]

November 21, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 27, 2008                                                               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 representative and Mr. [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 30, 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 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]

November 7, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: 5916342              Date of Agreement: N/A                                                               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 was supposed to receive a refund; however, he has yet to receive this refund.   Vivint’s records indicate that a refund of $54.11 was issued to Mr. [redacted]’s credit card on October 30, 2017. Mr. [redacted] should expect to receive this refund within 7-10 business days from the issue date. Vivint apologizes for any undue delay or inconvenience this may have caused Mr. [redacted].   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November
20, 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: March 28, 2015To 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 the capabilities of the
system. Mr. [redacted] desires the cancellation of the system without penalty. 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 March 28, 2015.  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. Vivint relied on Mr. [redacted]’s representations to ensure that
he understood his commitments to Vivint as outlined in the Agreement.     In
Section 3 of Mr. [redacted]’ Agreement labeled as ‘Our Limited Liability’, it
states that Vivint does not warrant that the system will prevent a burglary.
Vivint is also unable to install outdoor sirens due to noise ordinances in
place by most local governments. Vivint recently responded to an alarm
triggered on Mr. [redacted]’s system. Vivint received the alarm on October 26,
2015 at 2:49 pm PST. Vivint made contact with Mr. [redacted]’ panel within seconds
of receiving this alarm. When we did not reach anyone over the panel, we began
the dispatch procedure and contact Mr. [redacted]’ phone numbers. At 2:51 pm we
reach a person claiming to be Mr. [redacted]. When Vivint received the incorrect
verbal password, Vivint dispatched the local authorities. Vivint did everything
according to its policy in the event of an alarm. Cancellation
of Mr. [redacted]’ account is not warranted at this time. 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]. If Mr. [redacted] wishes to take advantage of this
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]

February 5, 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: June 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 she was misled by a Vivint representative regarding the term of her agreement, and the monthly cost of the service. Ms. [redacted] is requesting that the original offers she was given be honored.    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 29, 2015. 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 $[redacted] each month during that term.  Further, Ms. [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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Ms. [redacted]’s account was cancelled on November 27, 2015 for non-payment and was sold to an outside collections agency. Ms. [redacted] must settle the balance of her 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

April 25, 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: July 22, 2014                                                              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] via phone and email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted]’s account has been cancelled today on April 25, 2016. If she has any questions or concerns, she may refer to the email that was sent to her or call the representative that has reached out 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:VIVINT may consider the issue resolved but I am still not satisfied when the reasonable resolution to refund unauthorized funds withdrawn from a non-account holders checking account has not been met. VIVINT made the mistake themselves not once but twice even after being put on notice about it. I should not have to contact another party to ask for money that was removed from my account even if it is a family member per the representative Samantha from VIVINT that supposedly reached out to me. She left me a message to get with my niece LaToyia if I wanted the money because $59.99 was refunded to her VISA card on record. Samantha did not leave a callback contact number if I had any questions or even ask for my account information to make me whole. VIVINT could have and should have refunded my account on January 17, 2017 for both unauthorized amounts of $189.96 and $59.99 but stated to my niece and chose only to refund $189.96 claiming they would not refund the $59.99 to my account because she (LaToyia) owed that amount as a balance on her account. VIVINT was fully aware at that time that I had no financial obligation to my niece's account but refused to do the right thing. Believe me, I am not impressed with VIVINT's so-called professionalism and I am a consumer too. I will not be seeking alarm monitoring services through them, I will continue to use and tell all of my friends and family about the satisfied service I have received over the years and continue to receive from long-standing ADT. The final outcome in my favor is that VIVINT has removed my checking account information for the trusted one-time payment for additional equipment from LaToyia's account. I will settle up with my niece, it seems that I have no choice. VIVINT would not be able to be 'TRUSTED' with my financial information. Was it asking too much for VIVINT to do the right thing and refund the unauthorized ACH funds removed from my checking account in error?
Sincerely,Ms. [redacted]
[redacted]

November 14, 2019Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: 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 Vivint security system was not properly installed. She further explains that she has moved from her home and can no longer utilize her system. She requests cancellation of her account with no penalty.Vivint’s records indicate that following the installation of the equipment, Ms. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Ms. [redacted] completed the required Post-Installation Survey on July 1, 2015. During the recorded Post-Installation Survey, Ms. [redacted] represented that she was satisfied with the installation of her system.  In addition, Ms. [redacted]’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that she may request a service visit (Sections 5, 12).  Vivint has no record of Ms. [redacted] requesting a service visit, or notifying Vivint of her equipment concerns.  As such, cancellation of her account without penalty is not warranted at this time.Vivint is willing and able to relocate services to Ms. [redacted]’s new residence. Vivint is willing to waive the usual $99 fee to move these services. Alternatively, should Ms. [redacted] wish to cancel her Agreement prematurely, her payoff amount would be $2144.67; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 50%, bringing the total payoff amount to $1072.33. If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232, or she may contact the representative she 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 22, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: ***             Complainant: *** ***             Vivint Account #: ***              Date of Agreement: May 11, 2012                                                               To Whom It May Concern:   I have reviewed the additional information provided by Ms. *** and appreciate the opportunity to respond.   Vivint’s records indicate that Ms. ***’s required 30-day Notice of Cancellation (“NOC”) was received on January 11, 2017. Although not warranted, Vivint is willing to refund Ms. *** all monies paid 30 days after the NOC was sent to Vivint. As such, the amount of $239.94 has been issued to Ms. ***’s checking account and will arrive within 7-10 business 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*** Chief Compliance Officer

November 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: December 27, 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] states that she never authorized Vivint to withdraw funds from her bank account and that Vivint withdrew an additional payment after her System Purchase and Services Agreement (“Agreement”) had been approved for cancellation. Ms. [redacted] desire a refund of all monies paid to Vivint. Vivint’s records indicate that Ms. [redacted]’s account was drafted for her monthly service fee on October 31, 2016. This payment was refunded to her on November 4, 2016 as a gesture of goodwill. Pursuant to section 2.4 of the Agreement, a customer’s account will remain active for thirty days after a written notice of cancellation is sent. If a customer’s monthly billing cycle date falls within the thirty day cancellation period they will be charged a monthly service fee for that month. Further, Vivint’s records indicate that Ms. [redacted] entered into her Agreement on December 27, 2016. By signing her Agreement Ms. [redacted] authorized Vivint to make electronic fund transfers from her bank account. The Agreement reads; “I authorize APX or its assignee(s) to make electronic fund transfers from my bank account or charges to my credit card account in the amount identified above as my total monthly payment and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears, according to the terms above and the conditions of this Agreement.” Due to this a refund of all monies paid to 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

Tell us why here...May 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, 2014           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 is being resolved to Ms. [redacted]’s satisfaction. An appointment has been scheduled for May 6, 2016 for removal of equipment from Ms. [redacted]’s home. 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]

June 19, 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 6, 2016           To Whom It May Concern: I have reviewed the rebuttal from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s rebuttal she explains that the account is still not in her name and provides a photograph of her last bill. As such, she still requests that her name be the only name on the account and that her account balance be cleared.A representative from Vivint has previously 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. [redacted] is the only name on her account. The invoice in the photograph was made on May 6, 2017. Vivint’s records indicate that the name change took place after that date. Because this has been resolved the clearing of Ms. [redacted] account balance is not warranted. 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:
These people are forcing us to spend day after day at home for their tech people to come out and attempt to fix faulty equipment. This is not resolved nor will it be until this contract is willfully terminated by Vivint. We have given them every opportunity to do the right thing yet they still refuse. This company is all about the money and could care less about customer satisfaction. This is by far the WORST company I have ever had the misfortune of doing business with. They are scam artists! I am forced to pay for a service that does not work. I have had techs at my house every single month since the service was installed in March. I spoke to them on 9/12 and listened to them tell me yet again that I will be forced to pay a monitoring fee even if they come and get their equipment. The panel is junk and undependable. I gave them every opportunity to make this right. After 6 months the equipment still doesn't work and I should not be forced to keep this system. I do not accept ANYTHING less than a terminated contract. I would rather go back to ADP. I had them for 8 years with no problems. The only reason I switched was because Vivint offered monitoring with cameras. The cameras don't work. They are offline on a regular basis. The panel freezes up and makes my air conditioner run without shutting off. Come and get your equipment and terminate my contract. I've never seen a business that would rather have a customer complain to all that will listen rather than willing let a customer go. I recently contacted the owner Todd P[redacted]. If I get no response from him I will be contacting channel 13 news investigators here in Houston. Maybe its time everyone is the Houston area's knows just what type of company these people are. Please terminate the contract, so that I can find a reputable company to monitor my home. Otherwise I will take this as far as I can to ensure that you are forced to do the right thing.
Sincerely,
[redacted] And [redacted]

November 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer ID #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  August 28, 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] states that when a security camera in his home ceased functioning a replacement was sent by Vivint. He further explains that he was not instructed to return the old camera and is now being charged by Vivint for the full price of the replacement. Mr. [redacted] requests that he not be charged for this camera.Vivint’s records indicate that a replacement camera was mailed to Mr. [redacted]. When this camera was shipped on September 20, 2017 an email was sent to Mr. [redacted] at [redacted] containing instructions for the return of his nonfunctioning camera, a return shipping label, and instructed that if he did not return the old camera within thirty (30) days he would be charged full price. The faulty camera was not returned by Mr. [redacted] as instructed and he was charged for the product. A Vivint representative has contacted Mr. [redacted] in an effort to resolve his complaint. Refund of the charges is not warranted, however Vivint has applied a credit totaling $77.99 to Mr. [redacted]’s 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