Vivint Smart Home Security

May 18, 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 11, 2016To 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 Vivint offered to pay the remainder of his previous alarm system’s contract in exchange for switching to Vivint. He is requesting that Vivint pay off the contract along with associated late fees. At this time, Vivint has no record of such an offer being made. If Mr. [redacted] will provide documentation of the offer from Vivint and acceptance, Vivint will work with Mr. [redacted] to resolve the contract with his previous alarm company. Vivint’s records show that on July 11, 2016, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  By signing this Agreement, Mr. [redacted] represented that he understood and accepted the terms of the contract. The contract states that it may not be changed by any oral statements or representations made by the sales representative. In resolution to this matter, Vivint agrees to the above offer. Mr. [redacted] may send any documentation of the offer to the Legal department for further review. 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:
In my original complaint I stated I cannot access my account online.   I still don't have access.  Apparently my request is too difficult to understand.
I need access to:
https://account.vivint.com/
I had this access 3 weeks ago.  Now, I cannot log in, I cannot reset my password.  My account has been deleted (by Vivint).  The reason I want this access is so that I can see my billing information, being I do not get paper bills.  I cannot update a billing address, I cannot update my credit card, I cannot see what my next bill is, I cannot see if I have been credited anything.  I cannot do anything billing activity related.  I do not know any other way to state this.  This is Vivint's system and they should know how to put me back in the system, so that I can access it again.
As an FYI, yes I now have a Vivint Sky Account.  However with a Vivint Sky Account I cannot access billing through the VivintSky.com website, it redirects me back to https://account.vivint.com/ where I cannot log in.
Sincerely,[redacted]

October 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: June 25, 2016           To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she believes it is unfair for Vivint to charge her for a system that was not working.  Vivint maintains its position that Ms. [redacted] must settle the balance of her account with the outside collections agency at this time.Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement with an initial term of sixty (60) months, a monthly services fee of $65.99, plus any applicable taxes, during that term, and a one-time activation fee of $399.00. Ms. [redacted] notified Vivint of problems with her system, and Vivint sent technicians when requested and downgraded her plan to reduce her monthly fee.Ms. [redacted] stopped making her monthly payments after February 2017.  As such, the account was cancelled for non-payment on July 28, 2017, and was sold to an outside collections agency.  Vivint made every effort to assist Ms. [redacted] in addressing problems with her system and reducing her monthly fees.  Cancellation of her Agreement is not warranted, and Vivint no longer has access to her 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

June 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 13, 2017           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] desires a refund of all monies s has paid to Vivint and for her account to be cancelled. Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on April 13, 2017 with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that term, and a total equipment fee of $1,368.50.Vivint’s records further indicate that Ms. [redacted] signed a System Purchase And Services Agreement on April 13, 2017. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.  This Agreement stated that Ms. [redacted] agreed to have a Vivint DoorLock, Skycontrol Master Panel, and two (2) Outdoor Cameras installed in her home.Vivint’s records indicate that on April 21, 2017, a Vivint representative sent Ms. [redacted] a new Agreement to change the equipment being financed. A Vivint representative informed Ms. [redacted] that she would need to return the new Agreement within seven (7) business days; however this Agreement was never returned. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2,899.42; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 40%, bringing the total payoff amount to $1,739.65. If  Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232,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

June 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2009           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. It has been agreed that Vivint will immediately cancel the account without panelty. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 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 23, 2015          To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges that she was misled by a Vivint representative regarding the term of her agreement and the cancellation options Vivint provides its customers. Ms. [redacted] desires the cancellation of the agreement without penalty. Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on July 23, 2015. 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 $[redacted] each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement including the three day trial period where cancellation can be requested without penalty.    Vivint records indicate Mr. [redacted] first contacted Vivint requesting cancellation on September 10, 2015. Mr. [redacted] was informed of the cancellation options he had at the time, and he would be unable to cancel without penalty. Later on September 10, 2015, Ms. [redacted] called in requesting cancellation and was informed of the same options quoted to Mr. [redacted] earlier. Ms. [redacted] was offer a credit to cover two months of her service fee in order to assist her. Ms. [redacted] declined this offer. Cancellation of Ms. [redacted] without penalty is not warranted at this time.  Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

December 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: October 19, 2016           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 there was an issues when starting her account that led to the account being put in the wrong name. As such Ms. [redacted] is requesting that her friends name be taken off that account and a $50.00 credit be placed on the account.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 is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] was provided with a name removal document that when filled out and returned to Vivint will remove Ms. [redacted]’s friend’s name form the account, leaving only Ms. [redacted]’s name on the account. Vivint has also placed a $50.00 credit on Ms. [redacted]’s account. 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

August 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: June 26, 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 there was a delay in canceling her account. As such, Ms. [redacted] requests that her account be cancelled and the billing to be adjusted accordingly.Vivint’s records indicate that Ms. [redacted] signed an agreement with Vivint on June 26, 2010. As part of that agreement Ms. [redacted] agreed to section 2.4 witch states, “After the Initial term, this agreement will automatically continue month-to-month and either party may terminate this agreement at any time upon at least thirty (30) days prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period.” Vivint’s records further show that Vivint received Ms. [redacted]’s written Notice of Cancelation on July 14, 2017. Ms. [redacted]’s account was cancelled thirty (30) days later as stated in the contract. Due to this Vivint considers this issue 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]Chief Compliance Officer

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted] To Whom It May Concern:Vivint, Inc. ("Vivint") has reviewed the complaint information submitted to the...

Revdex.com in the above-referenced matter and appreciates the opportunity to respond. Mr. [redacted] does not have an account with Vivint. Furthermore, Vivint does not have any employees or customers in the State of Louisiana. Mr. [redacted], however, may have intended to file a complaint against Vivint Louisiana, LLC ("Vivint Louisiana"). Vivint Louisiana's address is [redacted] In an effort to resolve this complaint, a representative from Vivint Louisiana will be notified and advised to contact Mr. [redacted].  Sincerely,  Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Jesse J[redacted] Vivint Account #: [redacted] Date of Agreement: July 30, 2011           To Whom It May Concern:I have reviewed the...

information provided by Mr. J[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. J[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Ms. J[redacted]’ 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]

January 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: December 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] states that she requested cancellation within the first month after installation of her system due to an accident and subsequent financial difficulty and move.  She states that Vivint refuses to cancel her Agreement and that she had a negative experience with Vivint’s customer service.  Ms. [redacted] desires a full refund of payments made to Vivint. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint is willing to cancel Ms. [redacted]’s Agreement and refund all monies paid if she will allow Vivint to remove its equipment from her home.Vivint’s records show that Ms. [redacted] signed an Agreement on December 2, 2016 with an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  Section 5 of this Agreement explains the Buyer’s Right to Cancel without penalty within 3 business days following the date of the Agreement.  Ms. [redacted] did not request cancellation within this Right of Rescission period, and as such cancellation of the Agreement is not warranted at this time.Despite this information, Vivint agrees to the above resolution.  Ms. [redacted] may contact Vivint’s representative directly to accept this offer.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 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: February 5, 2016           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 her system was not working while they were not at the house and that a Vivint Customer Care representative told her that the system was working. As such, Ms. [redacted] requests cancelation of her account.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 Vivint has not had an opportunity to fix the issue with Ms. [redacted]’s system. Vivint’s records also show that Ms. [redacted]’s feedback regarding the representative who she spoke to has been given to the proper management. Because of these fact cancelation of Ms. [redacted]’s account is not warranted. However, in an effort to assist Ms. [redacted] Vivnt has placed three (3) months of credit on her account to cover the downtime of her system plus some extra time as a show a goodwill. 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

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 with the following notice. REQUEST TO CANCEL:  Was sent in writing to VIVINT on 6 June.  The request was for them to cancel all of my VIVINT accounts.  Two of them should have already been cancelled, and I am willing to pay the $99.00 fee for the final account to be canceled immediately.  I appreciate VIVINT'S EXECUTIVE LEADERSHIP for looking into this error and making positive effort to resolve it based on promises made by their representatives.  I look forward to speaking with Angela W[redacted] at VIVINTphone:  ###-###-#### to discuss making the $99.00 payment requested and in their quick cancellation of my final VIVINT account located at [redacted].
Sincerely,
Dr [redacted]###-###-####

October 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 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 told her window screens could be covered by window sensors. Ms. [redacted] desires cancellation of the Agreement without penalty if her window screen sensors will not work with the Vivint system. Vivint’s records indicate that Ms. [redacted] has an appointment scheduled for October 22, 2015 to see if Vivint can get her window screen sensors connected to her Vivint system. If it is discovered that Ms. [redacted]’s window screen sensors will not work with the Vivint system, Vivint will then review her account for a no penalty cancellation. I would advise Ms. [redacted] to call into Vivint once her appointment is finished to notify us if her window screen sensors are working or not. 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 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: April 23,...

2012        Date of Addendum: March 17, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he recently requested cancellation of his Agreement but that Vivint advised that he had extended the term of his Agreement and could not cancel without penalty. Mr. [redacted] desires cancellation of his Agreement without penalty.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.  Vivint will send a check in the amount of $49.99 to Mr. [redacted], to refund his recent monthly payment.Vivint’s records show that on April 23, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on October 23, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on March 17, 2015.  Mr. [redacted] represented that he was interested in extending the term of his Agreement to keep his monthly services fee low.  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. Despite the validity of this extension, Vivint agrees to the above resolution.  Mr. [redacted] has no further obligation to Vivint.  He may expect his refund in the mail in 7-10 business days.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: When I called to cancel my service they told me they would refund me for the month of June and now they are saying no. I would like my money refunded like I was I told especially for all the hassle that it is taking over 4 months for Vivint to get this taken care of.
Sincerely,
[redacted]

July 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 25,...

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] states that he has had problems with his Vivint system that have not been resolved despite his communications with customer service, and he does not think he should have to pay for a service visit.  Mr. [redacted] desires cancellation of his Agreement without penalty.  In an effort to assist Mr. [redacted] at this time, Vivint agrees to waive the trip fee for a service visit.  In addition, I have reduced Mr. [redacted]’s monthly services fee by 50% for the remainder of his Agreement term.  As such, should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount is now half of what he would need to pay pursuant to the signed Agreement.  Alternately, he may schedule a free service visit and continue to pay his reduced monthly services fee for the remaining term. Vivint’s records indicate that Mr. [redacted] signed an Agreement on October 25, 2014 with an initial term of forty-two (42) months and a monthly services fee of $63.99, plus any applicable taxes, during that term.  The signed Agreement states that any defective equipment installed by Vivint will be replaced at no cost, but that the customer is responsible for a visit charge for a service call (Section 5: Repair Service).  A technician addressed problems with the system at Mr. [redacted]’s home on October 26, 2015.  Since then, Mr. [redacted] has notified Vivint of problems with his equipment, but has not scheduled a service visit due to the trip fee that would be charged.Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time; however, if Mr. [redacted] wishes to take advantage of either of the offers explained above, he may contact Vivint’s Customer Care 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

October 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   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 Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she called Vivint to change her billing cycle date, but that she was not satisfied with the customer service and that the requested change was not made on her account, which cost her additional money.  Ms. [redacted] desires for Vivint to reprimand the customer service agent she spoke with as the mistake caused her increased stress and loss of funds.  Vivint’s records confirm that Ms. [redacted] called Vivint on October 5, 2015 to change her billing cycle date.  Ms. [redacted]’s billing account is set to automatically draft on the 5th of each month, and the payment was already set to come out on the date she called in.  As such, October’s payment drafted that day and the billing cycle date was not changed.  I apologize for any misinformation that Ms. [redacted] may have been given regarding her billing cycle.  Vivint will pursue any necessary discipline and direction for the representative who spoke with Ms. [redacted].To assist Ms. [redacted] at this time, I have applied a credit to her billing account in the amount of $[redacted], to cover one month of service. 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 1, 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 28, 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 to having equipment complications with her security system that have not been resolved. She desires to have her system repaired in a timely manner, and additional compensation, or cancellation of her account without penalty.  Vivint’s records show that Ms. [redacted] first notified Vivint of her equipment concerns on April 22, 2015, and Vivint’s Scheduling department found an appointment for April 23, 2015; however, Ms. [redacted] declined the appointment.  Vivint rescheduled an appointment for May 2, 2015. A Vivint Field Service Professional will be dispatched to Ms. [redacted]’s home on May 2, 2015, to resolve any equipment concerns. In an effort to assist Ms. [redacted], Vivint has credited Ms. [redacted]’s account for two (2) months of credit.Furthermore, Ms. [redacted] signed a Purchase and Services Agreement, in which she 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, plus applicable taxes, during that term.  Cancellation without penalty is not warranted at this time.A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve her concerns, but has been unable to reach her. Should Ms. [redacted] have any additional concerns following the service visit, she may call Vivint’s Customer Care department at [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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

July 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Lorraine C[redacted]  Vivint Account #: [redacted] Date of Agreement: August 23, 2012           To Whom It May...

Concern:I have reviewed the information provided by Ms. C[redacted] and appreciate the opportunity to respond. In her complaint Ms. C[redacted] alleges that her alarm system has not worked and has been replaced multiple times. Ms. C[redacted] desires cancellation of the Agreement. Vivint’s records indicate that Ms. C[redacted] is scheduled for a system inspection appointment on July 23, 2015 to determine if the system will work in Ms. C[redacted]’s home. If the technician can determine that the system will not work Vivint will remove the equipment from Ms. C[redacted]’s home and cancel the Agreement without penalty. 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]