Vivint Smart Home Security

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Although they did refund the monies the issue at hand was it took so long.  And at the time of my filing my complaint I had not been fully refunded.  Nonetheless, do I accept their response?  Yes.  Am I happy with Vivint?  At the moment, no.  But I will get over it. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Vivint's second response to my complaint states they have resolved my issue with their company to my satisfaction which was resolved, but then VIVINT again charged me in error for the month of March.  VIVINT refunded me for the months of December 2016, January and February 2017 and informed me they cancelled my account.  Then March 2, 2017, VIVINT charged my bank account again in error which meant VIVINT did not cancel my account successfully.  I am requesting a refund for the month of March 2017 and for my account to be cancelled for good.
Sincerely,
[redacted]

September 14, 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 29, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she has moved from the residence where the system is installed and that she has attempted to cancel her account without success. Ms. [redacted] requests that Vivint cancel her account.   At this time, Vivint is willing to immediately cancel Ms. [redacted]’s account without penalty.    However, 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 29, 2014.   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 $63.99 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.     Despite the information mentioned, Ms. [redacted] has no further financial obligation to Vivint effective immediately. 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 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 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. It has been agreed that Vivint will refund the payment taken for March and immediately cancel the account. 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

Complaint: [redacted]
I am rejecting this response because: When I was talking to Matt and Chris they did not give me any help or offer anything but for me to go on the Craigslist and find someone to take over the contract. Which is dangerous. Then they say if you don't pay then we will but it on your credit and sell it to an collection agency. I asked I didn't give you my social security number. They say we have it through an address pull. So I say what was to credit for. They say to qualify you for the products. If I have to quality for the products, then why would you accept a Craigslist person to take it over. So after all of this I Matt set up an appointment for the tech to come out and uninstall everything for Tuesday. I called back and talked to a guy name mike. I said I'm moving in December and since I have to pay I'll have your tech to unistall it then. The rep informed me that I could downgrade my plan. Matt or Chris never said I could. Matt actually told me that they could not and will not take back the products. So I told mike I would like to do that. I kept the appointment for that up coming Tuesday. This appointment was for them to take the indoor camera. That following Monday I got a automatic message saying for me to be home Tuesday for the tech. Tuesday comes and no one shows up. I called the company and the rep said its for Wednesday. I said Matt and mike said Tuesday and I received a automation to comfirm Tuesday. The rep says I don't know but it's Wednesday. I said fine. And asked the rep for another downgrade. He said Wednesday they will remove the indoor camera and the smart AC control.  So Wednesday comes and the tech shows up while I'm gone. My mom was there. I get home around 3 and notice the house is hot. My mom is a diabetic and I was like why is it hot. She said the tech said the AC was back on. The tech took their panel and reconnect my old one. When I looked at it no temperature would show. So I'm look he didn't but in on correctly. I called the company back and the rep goes on Google to see how I can fix it. I was like that is the tech job. He took it off and put it back on and he should come fix it. She was like I can do a damage report. I was like no please just have him come back to put it on correctly. She says I can schedule him to come on the 22nd. I said that is almost a week from now with no AC and its hot outside. She said she was making it a priority and that someone will call me back with a sooner appointment date since it was urgent. That was Wednesday and no one called me back. So the next day Thursday I called them first thing in the morning. I talked to a rep. I was on hold for 25 mins. I finally get to the rep and he says its in the system and they are going to call you in a few hours. I said okay. After I went to my intern and got off around 2 still no phone call. So I called back. Was on hold for 20 mins and get to a rep. He says its in the system and they have until 730pm to call you for a sooner appointment. I express how hot it is. I hang up and wait. The house is hot I can't even sleep upstairs. And I have school and intern. Today is Friday and it's going to be 90 degrees outside with no AC. I called the company and was on hold for 30mins. I get to a rep and she says when no one calls you it means they don't have an opening. She offered to but me on hold while she checks. Before she buts me on hold I explain to her what is going on. She apologize and says I'll check to see what we can do. She gets back on the phone and says they will be here tomorrow between 11 and 2. I'm so tired of dealing with the company. They are quick to install bc of the survey and don't care about anything after that. My mom is sweating and its taking four days to fix it. I'm not even sure if they will show tomorrow. They have not problem lying and taking people's money. This is not right. I had to fill a complaint just to be heard and now They offer a waved moving fee and but told me before that I will be charged. 
Sincerely,
[redacted]

September 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Demetria C[redacted] Vivint Account #: [redacted] Date of Agreement: August 21, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. C[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. C[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]

November 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 23, 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 offered a total of five months of credit that she has not received. Ms. [redacted] further alleged that she believed this credits would be applied in time to cover her first month’s service payment. Ms. [redacted] desires the credit of 5 months of her service payment to be applied to her account and a refund of her installation fee and two months of her service. 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 October 23, 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, and agree to the first month charge to be invoiced after the installation of her system. 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 he understood his commitments to Vivint as outlined in the Agreement.   Vivint’s records indicate Ms. [redacted]’s account has been credit the five months she is requesting in her complaint. However, Vivint will not credit Ms. [redacted] her installation fee. Vivint shows an appointment with a Vivint field service professional is scheduled for November 13, 2015.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, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted].  Vivint Account #: [redacted] Date of Agreement: July 24, 2015                         To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respond. In her rebuttal, [redacted] alleges that her credit was not submitted.  She desires that Mr. [redacted] be released from the System Purchase and Services Agreement (“Agreement”).  Vivint Inc.’s (“Vivint”) records show that the credit of $[redacted] was correctly processed and approved on February 2, 2016. I  apologize about the delay of this credit.  Vivint remains willing to schedule a technician at no cost to [redacted] if she still experiencing system issues. Cancellation without penalty would not be warranted 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]

November 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, 2009          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 never informed her system was out of date, and Vivint never follow through with an upgraded panel. Ms. [redacted] desires the cancellation of her account and refund of her final payment. Vivint records indicate Ms. [redacted] signed a Purchase and Services on July 18, 2009. Ms. [redacted] agreed to an initial term of thirty-eight (38) months and she agreed to pay her monthly service fee of $[redacted]. In the section of the Agreement labeled as Customer Duties, it states that it is the customer’s responsibility to test the system at least monthly to insure the system is functioning properly. Vivint also made steps to inform its customers by mail or email anytime a piece of equipment was out of date.  After further review, Vivint has agreed to cancel Ms. [redacted]’s account without penalty and refund Ms. [redacted] her final month’s payment. Ms. [redacted] no longer has a contractual obligation to Vivint, and a refund of $[redacted] has been sent to the credit care on file. 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, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: May 19, 2016           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has experienced issues with the equipment. As such, Mr. [redacted] requests that Vivint refund him all monies he has paid to Vivint.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement with Vivint on May 19, 2016. Mr. [redacted] agreed to an original agreement term of forty-two (42) months and to pay Vivint a monthly monitoring fee of $60.99 each month plus any taxes. By signing the agreement Mr. [redacted] agreed to section 5 repair Service witch states “We do not warrant that the System will always detect, or help prevent, any burglary, fire, hold-up or other such event. We do not warrant that the System cannot be defeated or compromised or that it will always operate.” Because of this a refund of monies paid to Vivint is not warranted.However, in an effort to assist Mr. [redacted] Vivint is willing to have another technician to go his home to fix/replace any equipment that is not working properly. Or, downgrade his system to lower his monthly payments. If Mr. [redacted] would like to move forward with one of these resolutions he may contact the Vivint representative who reached out to him.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 8, 2017       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 25, 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 she was originally informed that fees would not be required if she needed to relocate the system. Ms. [redacted] further explains that she was later informed that a moving fee was required and that since she lost her doorbell camera, she would be charged for a new one. Ms. [redacted] requests cancellation of her account and a refund.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty; however, no refund is warranted.   Vivint’s records indicate that Ms. [redacted] first notified Vivint of her move on December 27, 2016. At this time, Ms. [redacted] was notified that she would be charged a move fee and declined to schedule an appointment for the move. Vivint has no record of Ms. [redacted] being informed that a move fee would not be required. As such, a refund is not warranted as Vivint did attempt to schedule an appointment for the installation.   Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

September 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Dustin M[redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2012           To Whom It May Concern:I...

have reviewed the information provided by Mr. M[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. M[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. M[redacted]’s satisfaction.  Mr. M[redacted] may contact Vivint’s representative if he 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: [redacted], 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. But, I will still like to have a copy of the contract and something from Vivint in writing to avoid devious actions from this organization in the up coming months. Needless to say, I learned my lesson and I I will never talk to a door-to-door salesperson again. Lastly, will my monthly payments remain at 49.99 per month? Revdex.com, THANK YOU for everything you do for the small guys like me!!!
Sincerely,
[redacted]

December 5, 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 3, 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 has had issues with the equipment. As such, Ms. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. 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

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.
We appreciate their response and their agreement to close the matter with nothing more owed.  I also want to thank the Revdex.com of Utah for interceeding in this matter. 
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,
[redacted]

December 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2009        Date of Addendum: January 10, 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] alleges that she moved and that Vivint could not get a system installed in her new home in a timely manner. Ms. [redacted] alleges that she has been without service but that Vivint will not allow cancellation of her account due to a verbal extension of her Agreement.  Ms. [redacted] alleges that she has not signed an Agreement with Vivint, and she desires cancellation of her account without penalty.Vivint’s records show that on August 15, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  Ms. [redacted] moved and signed a new Purchase and Services Agreement with Vivint on December 13, 2010, for an additional thirty-nine (39) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on January 10, 2014.  On this date, Ms. [redacted] represented that she was interested in extending the term of her agreement in exchange for a reduced monthly rate.  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. Ms. [redacted] is still within the term of her extended Agreement at this time; however, in an effort to assist Ms. [redacted] Vivint will cancel the Agreement without penalty, effective immediately.  Ms. [redacted] has no further obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [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. In his complaint, Mr. [redacted] states he was told that add cameras to his account would only raise the monthly service fee. Later, when he called into Vivint he was told it would cost him the full price of the cameras. Mr. [redacted] desires for the cancellation of the account. A representative of Vivint recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint offered a discount on the price of two cameras. Vivint records indicate Mr. [redacted] declined this officer.    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 August 12, 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 $65.99 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]’ representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Additionally by signing the Agreement, Mr. [redacted] agreed that any change or addition to the system after the initial installation would be at his cost (Section 15).    Vivint’s records further indicate when Mr. [redacted] called in inquiring the cost associated with installing additional cameras, he was provided with the correct cost of the cameras. Despite the above information, Vivint agreed to provide two additional cameras if Mr. [redacted] agreed to paid the full price of one. If Mr. [redacted] wishes to take advantage of this offer in the future, he may contact Vivint’s representative 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

May 23, 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 20,...

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 she was misled by a Vivint representative regarding the term of her Purchase and Services Agreement (“Agreement”) and the equipment included with her system. Ms. [redacted] further states that she has been overcharged for the service she has.  She desires a refund and will return Vivint’s equipment.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve this matter.  At this time, Vivint is willing to cancel the Agreement and waive the past due balance and the remaining months if Ms. [redacted] will allow Vivint to retrieve its equipment from her home.  Ms. [redacted] may contact Vivint’s representative directly to schedule this removal and complete the cancellation of the account.  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 20, 2015. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months and the monthly service fee of $69.99 during this term.   Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Vivint confirms that a doorbell camera was not able to be installed at Ms. [redacted]’s home due to electrical compatibility issues; however, two indoor cameras were installed and the Space Monkey equipment was sent to the home.  The monthly service fee of $69.99 includes basic security for $49.99, home automation (the 2 cameras) for $10.00, and Space Monkey service for $10.00.  A refund for these services is not warranted as the fees are valid under the signed Agreement; however, Vivint agrees to cancel the remainder of the Agreement term upon retrieval of its equipment.  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 15, 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 5, 2015 To Whom It May Concern: I have reviewed the information...

provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he had a break-in when his alarm system was malfunctioning, and Vivint has not resolved the issue with him. Mr. [redacted] desires cancellation of his agreement without penalty, and for Vivint to reimburse him the value of the stolen property.   Vivint’s records indicate that Mr. [redacted] notified Vivint of this break-in, and that Vivint’s Alarm Events department has opened a case for review. At this time, Vivint is awaiting documentation from Mr. [redacted], to proceed in reviewing the incident. If Mr. [redacted] will provide Vivint with a police report from this incident, his request for compensation will be further reviewed. Mr. [redacted] may email this documentation to: [redacted]@vivint.com, or fax it to: ###-###-####, for faster processing. Furthermore, Mr. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he 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 $[redacted] each month, plus applicable taxes, during that term.  Cancellation without penalty is not warranted 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]