Vivint Smart Home Security

March 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: April 7,...

2017        To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she cancelled her Agreement with Vivint by paying it off, but Vivint overcharged her and has not sent her a refund of the monies she overpaid, in the amount of $294.39.  Ms. [redacted] desires for Vivint to send a refund of $294.39 to her at her new address.  At this time, a check in the amount of $294.39 is being sent to Mr. and Ms. [redacted] at their new mailing address as shown on this complaint.  They may expect this in the mail in 7-10 business days.  Mr. and Ms. [redacted]’s account is cancelled, and they have no further obligation to Vivint.  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 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 20, 2011           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 been in contact with 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]

May 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: February 2, 2010           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 did not renew his System Purchase and Services Agreement (“Agreement”) for an additional forty-two (42) months and that Vivint has a fabricated phone call of him agreeing to extend his Agreement. Mr. [redacted] desires cancellation without penalty. Vivint agrees to cancel Mr. [redacted]’s account without penalty as an act of goodwill. As of the date of this letter Mr. [redacted]’s Agreement has been closed and he has no further obligation to Vivint.  Vivint’s records indicate that Mr. [redacted] called into Vivint on January 19, 2013 to reschedule an appointment that was intended to have a technician replace batteries in his equipment. During this phone conversation a representative offered Mr. [redacted] a $5 discount to his monthly service fee, an upgrade of his account to Premium Service and an additional door sensor for his home at no charge to Mr. [redacted]. In exchange Mr. [redacted] agreed to extend the term of his Agreement by forty-two (42) months. Vivint read the following statement to Mr. [redacted] to which he responded affirmatively. “You understand that this call is being recorded, and you agree to extend the term of your Agreement forty-two (42) months from today. No other provisions of your Agreement have been changed and this amendment constitutes the new Agreement between you and Vivint.”Despite Mr. [redacted]’s representations during his extension phone call Vivint agrees to the above 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 4, 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: November 30, 2012                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he alleges that he was without service for 3+ weeks. Mr. [redacted] is requesting cancellation of his account and a refund for the month he was not receiving service. Although Mr. [redacted] did agree to extend his agreement, Vivint has taken the complications he has experienced into consideration and have agreed to cancel his account. Vivint has also issued him a refund of $[redacted]. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. If he has any questions, he may contact that representative. 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:Complaint #[redacted]  My response is the same as it was a week ago,I have yet to be givin an appt. time when I am home the only times they offered were between 8:00am-12:00,& an adult 18+ must be present+ I want to me present & Vivint already was a NO SHOW on the 1st service repair visit& I made arrangements & took off a day of work & lost 1 days pay to be present on Fri. Sept. 2nd between 8:00-11:00am I did NOT receive no phone call to inform me they were not going to make it! I will not miss work again waiting around for a tech to show up& then waste 4 hrs for a no show! Last week the Vivint technician came out swapped out both cameras(the issue for Revdex.com complaint) & gave my wife&i his mobile #,and stated to call him for any issues we have,since he is the tech. In our area who would be coming out& I left a message with him this past Monday-9/26/16& have NOT heard back from him! I simply want a set of cameras that work as described per Vivint & per what my monthly cost is& if they can provide me with a system that works I will stay with them,HOWEVER if they cannot & im willing to give them 1 last attempt at installing new cameras or fixing the 3rd set so that they do function & if not then please be informed I want all equipment removed & made whole! I have the original boxes that all equipment came in,still sitting in same spot from original day of installation,so simple give me a properly working system or remove the whole system & return any monies lost,thank you sincerely [redacted] 
Sincerely,
[redacted]

February 6, 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 23, 2015                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] is alleging that she was misled by the sales representative that sold her grandma the Vivint system. Ms. [redacted] is the primary signer on the account. This makes Ms. [redacted] responsible for the system and payments. However, considering Ms. [redacted]’s situation, 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]

August 23, 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 25, 2013                                                               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 moved from the residence where the system is installed. He further explains that the sales representative informed him that in the event that he moves, he would be able to cancel his account; however, he has been unable to cancel his account. Mr. [redacted] requests that Vivint cancel his account.   A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Although Mr. [redacted]’s account is still within its term, Vivint has agreed to immediately cancel his account without penalty. Mr. [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

May 18, 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 30, 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] explains that he was misinformed regarding the term length of his System Purchase and Services Agreement (“Agreement”). Mr. [redacted] requests that Vivint cancel his Agreement.   At this time, Vivint is willing to cancel Mr. [redacted]’s account without penalty.                       Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed a System Purchase and Services Agreement.  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement is to ensure that the customer understands Vivint’s offer, and confirm the terms and conditions. Our records show that Mr. [redacted] signed the Agreement on January 30, 2014.   Upon signing the Agreement, 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 $60.99 each month during that term. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

October 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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, Mr. [redacted] alleges that he was misled by a Vivint representative regarding contract and cancellation terms, and now is unable to cancel his agreement.  Mr. [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on September 9, 2016 with an initial term of forty-two (42) months, a monthly services fee of $49.99, plus any applicable taxes, during that term, and a total equipment fee of $689.99. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason. Section 4 of this Agreement states: YOU MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTION.Vivint’s records further 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 September 9, 2016.During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $49.99 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.   Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1449.71; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $869.82.  Alternately, Mr. [redacted] has been offered a reduced monthly rate by 40% bringing his monthly monitoring fee to $29.99 for the remainder of his initial term.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 11, 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 his 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]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. They are supposed to pick up the product and refund me as of today. As long as they do as they say, then I am satisfied. 
Sincerely,
[redacted]

April 23, 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: March 14, 2012        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 requested cancellation of his account and was advised that it would be cancelled, but that he was charged for another month of service that Vivint will not refund.  Mr. [redacted] desires a refund of $53.00.  Vivint’s records indicate that a representative has contacted Mr. [redacted], and a refund in the amount of $53.48 is being sent back to the bank account on file, to return Mr. [redacted]’s final payment.  Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint.  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: ###-###-####, attention Department 160 – Legal. Sincerely, [redacted]

September 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2015          To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that her alarm has never fully functioned. She further states that she contacted Vivint about the service not working for months and when Vivint sent the technician she was charged for the service visit. Mr. and Mrs. [redacted] requests for Vivint to release them from their System Purchase and Service Agreement (“Agreement”) without penalty and to refund them for services not rendered.Vivint will offer Mr. and Mrs. [redacted] offer Premium Service at no additional charge and apply a credit for $150.00 for the time their service was not functioning fully.Vivint’s records indicate that Mr. [redacted] signed his Agreement on May 30, 2015. By signing his Agreement, he understood and agreed to the following: Section 5. Repair Service(A) What is covered. If you selected Premium Service, then we will, so long as we are providing services pursuant to this Agreement, repair and replace any defective part of the System without charge to you. If you decline Premium Service, however, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.Section 12. Customer DutiesYou will test the System’s protective devices and send test signals to the Center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify usVivints records further indicate that each time a technician was sent to the [redacted]’s home the service was restored to working order and the technician visit charge was waived.Due the information above, cancellation without penalty is not warranted and a refund is not justified. In an effort to resolve this matter, Vivint will offer the [redacted]s Premium Service so that in the future, they will not have to pay for the service charge; in addition, Vivint has also placed a $150.00 dollar credit on towards the [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

August 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: May 14, 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 the term of her agreement was not 60 months. Ms. [redacted] desires the account with Vivint to be canceled.   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 May 14, 2016During 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 plus any taxes 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. Due to this termination of the agreement 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Christy W[redacted] Vivint Account #: [redacted] Date of Agreement: May 15, 2015           To Whom It May Concern:I have reviewed the...

information provided by Ms. W[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. W[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. W[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 3, 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 Ms. [redacted]’ complaint, she explains that she decided not to get the system but the first payment has taken from her bank account. Ms. [redacted] requests that her money be refunded to her and that Vivint does not charge her again.Vivint’s records indicate that this matter is being resolved to Ms. [redacted] satisfaction. A refund of $154.99 was issued to Ms. [redacted] on January 26, 2017. Ms. [redacted]’ account has also been changed to Never Installed which will prevent all billing on the account. Ms. [redacted] may contact the Vivint customer care 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

September 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #:[redacted] Date of Agreement: July 9, 2010           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 has had equipment complications, and requested cancellation of his Vivint account. Mr. [redacted] desires a refund of all monies paid to Vivint for the past two months, and cancellation of his agreement without penalty. Vivint’s records indicate Mr. [redacted] contacted Vivint on August 18, 2015 and reported a battery concern for his glass break sensor. Vivint shipped Mr. [redacted] batteries on August 19, 2015. On August 29, 2015, Vivint received a written Notice of Cancel from Mr. [redacted]; Vivint considered this request as Mr. [redacted]’s thirty (30) day notice as specified in the Purchase and Services Agreement (Section 2.4). Vivint proceeded to make arrangements to cancel Mr. [redacted]’s account on September 29, 2015. As such a refund is not warranted at this time; however, Vivint has agreed to cancel Mr. [redacted] as of September 22, 2015 and refund Mr. [redacted] one month of service. A total of $[redacted] has been refunded back to the checking account Vivint has on file for 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2017           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] may contact Vivint’s representative if he 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

Complaint: [redacted]
I am rejecting this response because:I was not made aware of these requirements when I contacted your customer service. Nor do I remember them in the contract stating they had to be in writing. Of course I no longer have that contract after 5 years have went by. I can provide the orders however if that would help. 
Sincerely,
[redacted]

April 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: May 10, 2013           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]