Vivint Smart Home Security

November
14, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]             Vivint Account #: 2071884              Date of
Agreement: June 17, 2011To Whom It May Concern:In
her complaint, Mr. [redacted] would like Vivint to provide the name of the
collections agency his account was sold too.  Since Mr. [redacted]’s account was sold in 2013, Vivint is unable to know which
collection agency currently trying to collect on Mr. [redacted]’s account. It is a
common practice for collection agency to trade account between each other.
Vivint is unable to provide this information to 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]

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: N/A        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] states that he was told by a Vivint sales representative that a home security system would be free if he paid a monthly fee, and then the representative tried to get him to sign a contract with a total amount of $3,000.  Mr. [redacted] desires for Vivint to give him a free system if he signs up for wireless monitoring.  Vivint’s records confirm that Mr. [redacted] was approached by a sales representative but did not agree to sign the required contract to have a system installed in his home.  As such, Mr. [redacted] is not a Vivint customer and he has no obligation to Vivint.  Vivint will provide Mr. [redacted]’s feedback to sales management in the area.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 23, 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 10, 2017          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 told that Vivint would buy out his contract with is old security company, that he would be given a referral credit for referring his brother to Vivint and that he is being charged an additional $40 over his agreed price per month.At this time Vivint agrees to give Mr. [redacted] a $50.00 credit on his account for referring his brother to Vivint and a refund $106.00 to assist with the contractual buyout of his contract with his previous company. A Vivint representative recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. 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 Ms. [redacted] completed the required Pre-Installation Survey on August 10, 2017.  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 Vivint a monthly monitoring fee of $49.99 and Citizens One $36.21 each month of that term. Further, Mr. [redacted] represented that the sales representative explained this information to him and that these terms were clearly outlined in the Agreement. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments as outlined in the Agreement. Vivint’s records show that the sales representative promised to pay $106.00 toward buying out Mr. [redacted]’s contract with his old security company.Because of this information, Vivint agrees to the above resolution. Mr. [redacted] will receive a $50.00 credit on his account that will go toward his next monthly bill with Vivint and a $106.00 refund. If Mr. [redacted] has any questions or concerns 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

April 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 7, 2013           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint records support Ms. [redacted]’s statements. Her written Notice of Cancellation and final payment have been received. Due to human error the account was not correctly cancelled. This has been corrected and Ms. [redacted]’s Agreement has been cancelled as requested. She has no further contractual obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 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: September 2, 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 experienced issues with the equipment and the service from Vivint. As such, Ms. [redacted] requests cancellation of her account.A Vivint representative recently spoke with Ms. [redacted] over the phone to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account will be canceled upon Vivint’s recovery of the equipment from her home. A technician has been scheduled to go to Ms. [redacted]’s home on February 4, 2017, to remove the equipment. Once the equipment has been removed Ms. [redacted]’s account will be canceled. If Ms. [redacted] has any questions or concerns she may contact the representative who she spoke with. 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]

February 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: November 10, 2010            Date of Addendum:...

July 23, 2013 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In her complaint, Mr. [redacted] alleges that he does not recall extending the term of his Agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on November 10, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months.  As such, the initial term of the Agreement would have lapsed on November 10, 2013. However, Vivint spoke with Mr. [redacted] regarding his alarm service on July 23, 2013. Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed. Indeed, Vivint read the following statement, after which Mr. [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. Although the extension of the Agreement is valid, in an effort to resolve this matter, Vivint has agreed to the cancellation of Mr. [redacted]’s account without penalty. Mr. [redacted] no longer has an 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]

Complaint: [redacted]
I am rejecting this response because:
 The system does not work even close to acceptable and a refund has not been concluded. I think our agreement would be that the system works or its refunded. 
Sincerely,
[redacted]

October 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 21, 2015           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.  Vivint maintains its position in that the system must be deemed faulty in order for cancellation without penalty to be considered. Vivint’s records indicate that the technician was able to resolve the issues with the system. If Ms. [redacted] is still experiencing system issues after her technician visit I would advise her to call into Vivint to review her account for a no penalty cancellation. 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]

September 23, 2016       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: December 9, 2012                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that her account was to be cancelled in July of 2016; however, she continued to be charged through September. Ms. [redacted] is requesting cancellation of her account and a refund.   Vivint has agreed to immediately cancel Ms. [redacted]’s account. In addition, a refund of $124.46 has been submitted and will go back into her account within 7-10 business days. Vivint apologizes for any inconvenience this may have caused and for any undue delay.   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, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: April S[redacted]  Vivint Account #: [redacted] Date of Agreement: July 6, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. S[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. S[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. S[redacted]’s satisfaction. An appointment for the removal of the alarm system is scheduled for August 17, 2015. Ms. S[redacted]’s account will be cancelled once the alarm system has been removed. 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]

September 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, 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 attempted to contact 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

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,
Lois S[redacted]

August 19, 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 9, 2010           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she was told to cut holes in her wall so Vivint can use her hardwired system in her home. Ms. [redacted] latter learned that the holes were not needed. Ms. [redacted] requests the holes be fixed or her account canceled.A representative from Vivint has recently contacted Ms. [redacted] over the phone 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 set for a Vivint technician to come out to Ms. [redacted]’s home to patch the holes in her wall on August 26, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: July12, 2013           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 sales representative promised that she could cancel her System Purchase and Services Agreement (“Agreement”) without penalty if she decided to move but Vivint has not allowed her to do so. Ms. [redacted] desires her Agreement cancelled without penalty and a refund for August and September’s monthly payments. Vivint agrees to cancel Ms. [redacted] Agreement without penalty as a gesture of goodwill. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on July 12, 2013. By signing her Agreement Ms. [redacted] agreed to pay a monthly monitoring service fee of $68.99 plus any applicable taxes each month during a term length of sixty (60) months. Vivint has also been providing monitoring service to Ms. [redacted] home since the alarm system was originally installed. As such, a refund for two months of service is not warranted. Nevertheless, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 5, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 30, 2017           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. Vivint has agreed to cancel Ms. [redacted]’s Agreement upon the return of the equipment which was installed in her home. 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]

January 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] did not provide any additional information to aid Vivint in finding the account which she is referencing. Vivint requests that Ms. [redacted] provide the street address where the system in question is located or contact a Vivint representative at (801) 222-5878 so that her account can be located and her complaint resolved.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 21, 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 19, 2007                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that this matter has been previously resolved to Ms. [redacted] satisfaction. Ms. [redacted] account was cancelled on March 15, 2018. A refund was also issued to Ms. [redacted] on March 15, 2018 in the amount of $279.92, and will arrive within 7-10 business days in her checking 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

October 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 25, 2016           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal Mr. [redacted] states that he was unable to complete his system tests and should not be required to do so. Mr. [redacted] desires to be reimbursed $1400 for a stolen item and $500 for lost time. Vivint maintains its position in that Mr. [redacted] agreed to the terms and provisions listed in his System Purchase and Services Agreement (“Agreement”). Vivint is not an insurer, any missing items from a burglary event must be settled with a homeowners insurance claim. Reimbursement for $1900 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

Complaint: [redacted]
I am rejecting this response because:August 13:  The sensor error did not happen while I was on the call but a day later, the sensor tripped at night and a false alarm was generated.  This woke up my family in the middle of the night and the neighborhood watch wanted to know what was going on.  I stopped setting the alarm after that.  August 17:  When I called they offered to ship me a magnet.  I told them that I cannot see anything in the window that remotely resembled a magnet.  The Vivint rep then said that there was no point in shipping the magnet.  The earliest date offered to me was Sept 8 for a technician to come outAugust 19:  A Vivint rep called and offered to send a magnet and I told her the same thing as above.  She offered to give me credit for the time the service was not available.  I declined for the reason below:Example 1:  If I were to hire security guard to protect my home and he got sick and said I will come back in a month, that would not be acceptable.  I need my home protected and a replacement guard needs to be made available.  We are talking about the safety and security of my home and a taking nearly a month to fix a sensor is not acceptable.Example 2:  If my internet was down, I would expect my ISP to fix it in a day or two.. my livelihood depends on working from home.  If they offered to fix it 3 weeks later, I would fire them.  Same thing with Vivint - my life, my family's life is at stake here... Vivint is supposed to protect my home and treat it as a priority...not take their own sweet time.  A few days is okay...3 weeks is not okay.Bottom line: 3+ weeks without protection is unacceptable.  I am moving on to another security provider who can fix issues in a timely manner.   
Sincerely,
[redacted]

In Vivint's response they referred to a telephone survey in which I verbally agreed to the contract of 42 months.  I would like to hear the voice recording of such survey.  Since they provided a rebuttal, I would also like to make claim to the $150 in referral bonuses that were promised.  I await Vivint to provide audio evidence.  Thank you Revdex.com for your role in this matter.John *. M[redacted]   
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
John And Debra M[redacted]