Vivint Smart Home Security

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am accepting this response with a large BUT:While Vivint has cancelled
the account and removed the collection (for the second time), and sent a separate message of apology, this letter sure tries to avoid making any public acknowledgement of their failings. They
fail to acknowledge that this had already been done. This entire situation
already occurred. They fail to mention or acknowledge that they
re-opened something that had already been resolved. They fail to mention
that they had already removed a plethora of excess funds from my
account, and had already accepted my final payment, and this matter was
already closed. Worst of all, they fail to mention that when I called just yesterday to try and
explain this to them, have them look over my account, and provide the proper documentation to prove my
story (because I have it all), their account manager utterly refused to listen. He went so far
as to state that he knew better because he had been working there for
years, that I was wrong because the amount was past due, and that I needed to
take it up with collections.This practice is
incredibly unethical, and I am concerned for those that do not keep all
the documentation required to prove themselves, as apparently this
business believes that going years in the past and erasing agreements
and records, and submitting money to collections when payment is on file, is perfectly acceptable.So while it has been resolved (again), this whole matter leaves me worried for the problems other customers will be/are facing, and makes me wonder how many other people have faced dual payments without the evidence needed to prove they were in the right.Use Vivint with caution.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am waiting on documents from my attorney's office: [redacted], Nashville Tn This company has already told me they intend to charge me for another month. I suppose this letter means otherwise. I will be in touch when I receive my documents from my attorney. Like I said before , they told me the alarm has not been working at all and has been disconnected for at least the past year. I may also go by the house and get a notarized statement from the current owners if I need to. I found this info out because I questioned whether or not the current owners were using the alarm while I was paying for it. Vivint said no.  Thank you,
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. I am concerned about the refund. The card Vivint has on file has been cancelled because of the continuous charges by them. I will accept a check addressed to me for the refund. Also, I keep receiving phones calls 2x a day at least from Vivint wanting to setup an appointment. I would like for those to stop.
Sincerely,
[redacted]

October 24, 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 26, 2014           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 has had issues with the service. Ms. [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’ satisfaction. Ms. [redacted]’ account has been canceled as of October 24, 2016. 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

October 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: May 23, 2016           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that Ms. [redacted]'s account was drafted for $66.99 which also resulted in an overdraft/ insufficient funds fee of $56.00. Ms. [redacted] desires Ms. [redacted]’s account to be credited for the overdraft fee and a goodwill credit. Vivint agrees to credit Ms. [redacted] account for $56.00 and a goodwill credit of $50. Vivint apologizes for any hardship or frustration this may have caused. 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.
Sincerely,
[redacted]

September 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: August 5, 2017                                                               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 was informed by the sales representative that if she were to cancel her account in the allotted time period, her old equipment would be re-installed by Vivint. She further explains that Vivint did not re-install her old equipment and she is being charged for the re-installation. Ms. [redacted] requests that Vivint compensate her for the amount that she was charged for the re-installation.   Vivint’s records indicate that Ms. [redacted] was refunded the amount of $327.77 on September 13, 2017. Ms. [redacted] will receive this refund within 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

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

January 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 2012        To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she cancelled her account on November 25, 2015, but Vivint drafted a payment after her cancellation date. Ms. [redacted] desires the refund of the final payment made.  Vivint’s records indicate that a refund in the amount of $57.99 is being sent back to the checking account on file, to refund Ms. [redacted]’s final payment. Ms. [redacted]’s account is cancelled, and she 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, Nathan *. W[redacted]

May 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:  April 29, 2015 To Whom It May Concern: In his rebuttal, Mr. [redacted] requests the cancellation of his account without penalty. Vivint maintains its stance in regards to Mr. [redacted]’s complaint. As such, cancellation without penalty is not warranted. However, Vivint provides its customers with two options to cancel their account prior to the end date of their Agreement. (1) The customer may find a third party to take over the remaining months on the agreement, or (2) the customer may payoff the remaining balance on the account. Mr. [redacted] currently has 23 months remaining on the account with a payoff balance of $1,379.77.Mr. [redacted] may contact Vivint’s Customer Loyalty to take advantage of any of the above options 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

April 5, 2018       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 20, 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 requested cancellation of her account prior to the end of her initial term due to equipment not functioning. She then explains that despite this Vivint continues to bill her for service. Ms. [redacted] requests that she is no longer billed for the remainder of her contract, as well as Vivint retrieve their equipment from her home.   A representative from Vivint has contacted Ms. [redacted] in an effort to resolve this matter.  Vivint has agreed to cancel Ms. [redacted]’s Agreement without penalty once the system is removed.   Vivint’s records show that Ms. [redacted] signed an Agreement on June 20, 2017, with an initial term of sixty (60) months.  She is within the initial term of the Agreement and as such, her request for cancellation was denied.   Despite this information, Vivint has agreed to the above resolution, and Ms. [redacted] has no further obligation to Vivint. She may work with Vivint’s representative to set up an appointment for a technician to retrieve the 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: (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.
Sincerely,
[redacted]

February 21, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 1, 2009 Date of Addendum: February 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 that he has had equipment complications as a result of a software issue with his security panel. He explains that Vivint has lowered his monthly rate as a result of this issue but the issue has not been resolved. Mr. [redacted] request that Vivint correct this software issue with his control panel.At this time Vivint does not have a software version fix to resolve Mr. [redacted]’s issue, nor do they have an estimation as to when this fix may be released. In light of this information, if Mr. [redacted] desires to cancel his service Vivint is willing to forgo the normal cancellation procedure and cancel his Agreement with no penalty. If Mr. [redacted] wishes to accept this offer Vivint request that he contact the representative who has attempted to reach him by phone at (801) 222-5875.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 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

Complaint: [redacted]
I am rejecting this response because:  Nathan, This is utter nonsense, I didn't dream up what your technician told me what the procedure was, I furnished his phone number in the last reply, call him and ask him. Again one more time. Dan  [redacted]  told me it is procedure for the first 60 days  He may have said 90  I  dont recall  for the customer to call him directly when there is a problem.  It is not my problem or fault that your employee is possibly operating outside of your policy and procedures by telling customers this.  I understand that it would be optimal for your call center to always be called so this could be documented, unfortunately your employee told me to call him and it ended up being 5 times . This in turn made your service unacceptable. I can not keep going on having a technician come to my house every week not to mention have to keep erasing your app off mine and my wifes  phone and reload it just to make it work. This is not acceptable, you are making me pay for a service that does not work properly.  I have plenty of video documented proof of all the ghost doorbells going off by them selves,  my phone getting a notifications 10 min later after someone rings the doorbell. Having to reload the apps because they freeze up. And no its not our phone, we both have new phones and it is happening with both phones.  further you state that your representative has called me back. well guess what....... heres the pattern of how your company deals with this........your company calls my cell and I am at work and they leave a message, with in a hour I get a notification that I have a Better Business Beruea complaint response in my e mail.  I log on and in the response it always says you have called me and I haven't returned the call.  Well ya  you only gave me 15 min to return the call before typing off the Revdex.com Reply and sending it off.  Pretty misleading, so listen to the attachment of your rep leaving me a voicemail apologizing for returning my call a week later. Pretty misleading in your response saying I dont return calls The bottom line is I am not going to keep having a technician come to my house. My next step will be news channel 3 on your side. and every-time I see your post on facebook I will chime in negatively, Also I am a firefighter in Phoenix and I know a couple thousand firefighters in the phoenix area not to mention a few hundred police officers. You stand to lose a lot more money from me spreading this around than what my contract is worth to you. I have had enough of this sillyness on this Revdex.com site as it obviously isnt going to get me anywhere either as your company obviously is more concerned about money than customer service. I will be contacting the news channel this week   hopefully they will come to the house and all show them the video and they will give me an interview, I am pissed and this isnt stopping here, Ill be going down the the court house to see what I can do to protect my credit and will eventually stop paying you. put your self in my shoes  would you pay for a service that doesnt work and keep letting a technician come out.  why would I lie about this  I gave you his number,  I have plenty of money and live in an upscale area  its not like I cant afford it and I had a alarm service that was fine with no issues before this before I signed up with you. You havnt heard the end of this by no means but I am not going to keep wasting my time on this site and will be calling the Revdex.com to make sure this case is not cloased  
[redacted]

January 20, 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 28, 2008...

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 recently requested cancellation of her Agreement due to Vivint’s failure to complete an update of her system, but that Vivint has not cancelled her account because she agreed to an extension of her Agreement term. Ms. [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on July 28, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on January 10, 2017.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for an upgrade of her system.  However, Vivint has not yet installed the upgraded equipment, and Ms. [redacted] provided a notice of cancellation on January 12, 2017.   As such, Vivint agrees to the above resolution.  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 [redacted], 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]

Complaint: [redacted]
I am rejecting this response because:Very little of the response from Vivint is truthful. 1. Very few of the actual calls to Vivint are referenced in the response. The dozens and dozens of times the alarm went off without cause or provocation is not mentioned.2. The 3 times that the Vivint representative had an appointment and failed to show up are not documented. According to the response, the representative showed on April 28, 2015. I ASSURE you, no one showed up at [redacted] [redacted] on that day. We purposely posted someone in the building from 7:15 AM until 6:15 pm that day. NO ONE FROM VIVINT SHOWED UP. The Vivint technician did not show and did not call for the April 1, 2015 appointment. Again, someone was present in the business the entire day to be sure and interact with Vivint. This also happened on March 6, 2015. The technician had a scheduled appointment and did not show. They did show on February 11,015 and changed out the panel. It has not worked correctly since. Since a few days after the  February 11, 2015 appointment the system has not worked. We continually have had to wait 28-30 days for an appointment only to not have them show. 3.  An appointment was also scheduled for November 21, 2014, and Vivint did not show up again. As I recall, but can not find my supporting documentation, they were scheduled to come mid-December for an appointment ( again, 30 day wait), and they did show that time. I believe that is when they replaced the door lock. The same door lock that has not been functioning since late February. The biggest issue is the inability to lock and protect our business. The continued lies and failure to show up are unacceptable. The "gracious" offer of 25% off is not acceptable, either. I am paying dearly for a systems that do not work. I am constantly concerned for my business property and the property of my clients that is entrusted with us. It is time to end this contentious and unproductive relationship. I have endured far more than an prudent person should. If Vivint does not want to service rural accounts, why are they soliciting business in a rural area. They called on me, without invitation. I did not contact them. Now when it won't work, they won't remove it. This company does not conduct business in a forthright and honest manor. Now that they have been "called on the carpet," they want to "offer" me a "deal" to pay off for services that have not provided. PLEASE see through this façade and help resolve this matter. Thank you,[redacted]
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

July 7, 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 9,...

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 has concerns about the sales representative at the time her system was installed, that she has equipment complications but Vivint charges a fee for service visits, and that she is now unable to afford her monthly services fee.  She desires cancellation of her Agreement without penalty. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve her concerns.  To assist Ms. [redacted], Vivint has reduced her monthly services fee by 40% for the remainder of her Agreement term, and has added the Premium Service Plan to her service so she will not need to pay trip fees for service visits.  Vivint has scheduled a service visit with Ms. [redacted] to address her equipment concerns on July 8, 2017.Vivint’s records show that Ms. [redacted] signed an Agreement on July 10, 2015 with an initial term of forty-two (42) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  This Agreement states that, after the first 120 days of service, Vivint will charge a trip fee for any service visit by a technician, but will replace any defective Vivint equipment at no cost (Section 5: Repair Service).  The Agreement also states that the customer is responsible for any false alarm fees (Section 10: False Alarms).Cancellation of the Agreement without penalty is not warranted at this time.  However, Vivint acknowledges Ms. [redacted]’s current circumstances and agrees to the above resolution.  Her monthly services fee has been reduced to $35.99 for the remainder of her Agreement term, and she will no longer be charged a trip fee for service visits.  Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns following her upcoming service visit.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer