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

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]

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

December 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, 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 his sales representative promised that a payment of $276.00 would be returned to his account as a credit and that he has not received his $50 referral credit. Mr. [redacted] desires a total credit of $326.00 applied to his account. Vivint has applied a credit of $326.00 to Mr. [redacted]’s account. Vivint believes this matter to be resolved and apologizes for any undue delay in this process. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: I was contacted by a representative of Vivint several days ago. However, nothing has been done as of today and this is beginning to irritate me very much. They were fast to sell and install their equipment but awful slow in fixing damage they cause.
Sincerely,
Billy A[redacted]

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: Douglas F[redacted] Vivint Account #: [redacted] Date of Agreement:  May 18, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. Douglas F[redacted] and appreciate the opportunity to respond. In his complaint, Mr. F[redacted] alleges that someone other than Douglas F[redacted] entered into the Alarm System Purchase and Services Agreement ("Agreement") with Vivint on May 18, 2015, and that Douglas F[redacted] did not sign the Agreement.  Mr. F[redacted] desires the Agreement to be terminated given these claims. A Vivint representative has attempted to contact Mr. Douglas F[redacted] to resolve this matter. Vivint advises Mr. F[redacted] submit a notarized copy of his signature or a copy of his driver’s license. Upon receipt of either of these documents, Vivint will review the signatures, and may cancel his Agreement and write off the remaining balance. I would advise him to contact Vivint’s Customer Care department at [redacted], or he may contact the representative he has been working with directly.Should 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]

October 21, 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 10, 2015           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 has not received the $250.00 credit that was promised her by the sales representative. Ms. [redacted] would like this to be fixed.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Ms. [redacted]’s account has been canceled and written off due to lack of payment. Vivint’s is willing to activate the account once again if Ms. [redacted] will agree to pay the monthly payments outlined in the contract. Or Vivint can deduct the $250.00 from the amount owed in collections if Ms. [redacted] wishes to cancel her account with Vivint. If Ms. [redacted] would like to move forward with one of these options or if she has any questions she can contact the representative who 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 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]

Complaint: [redacted]
I am rejecting this response because: I will be looking for any documentation that I have from Vivint on the other account because it was cancelled at the same time as this account. If it shows my service contract was through March 2014, than I want the refund from March 2014 to current. I did speak with a rep. this morning and she said she saw notes from Kolby P[redacted] from back in December and then I read her an email correspondence that I had with Courtney M[redacted] from April 2015. She is giving me a refund from April because she "believes" that I have this email from Courtney even though there is no notes in Vivint's system that corresponds with what I'm saying. If that's the case, why can't they refund me from December when it shows the notes in the system from Kolby? I spoke with several people prior to Kolby, but there is no notes about that either. This company is VERY careless with their customer service. They don't seem to care about the customer at all. They were all nice when you sign up, and then they do not follow up with any of their promises. They also claim that I cancelled my service in June, but they still took another payment out in July. I will find some documents to prove my claim and I expect a refund from March 2014 - July 2015.
Sincerely,
Krista M[redacted]

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]

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

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 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: April 7, 2015           To Whom It May Concern: I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she fees unsafe stating that if someone cuts her internet line that they could break into her home without Vivint knowing. As such, Ms. [redacted] still requests cancelation of her account without penalty.A representative from Vivint has previously attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s system is able to communicate with Vivint via the internet and a cell chip that is inside the panel. Therefore if the internet is disconnected the panel is still able to communicate with Vivint. Vivint has taken every step it can to ensure the system works as intended. However, Vivint does require the customer to test the system at least monthly to ensure that the system is continually working properly, as outlined in the contract section 12: Customer Duties. Due to these facts, cancelation of Ms. [redacted]’s account without penalty is not warranted. If Ms. [redacted] would like to cancel her service early then she may contact Vivint’s Customer Loyalty Department and they can provide her with her within term cancellation options. She may she may contact the representative who previously reached out her if she has any questions.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:
 As I have already communicated to both the Revdex.com and Vivint, this is a case of fraud.  Since Vivint refuses to look into the matter, I will be pursing additional assistance from Consumer Protection in both Utah and Virginia, the VA District Attorney, and the VA Department of Justice.  I will also be informing these sources that the Utah Revdex.com closed my complaint against Vivint without providing me the opportunity to respond.I have fulfilled my contractual obligation with Vivint.  Despite their claims otherwise, Ted A[redacted] changed the terms of the contact from 60 months to 12 months.  There were multiple children in my home, besides my own children, that were witness to this.   The “Total Cash Price for Service” was explained to me by Mr. A[redacted], as the cost of the equipment which I would have to pay if I terminated the contract before 12 months.  I maintained the contact for 18 months.  I more than fulfilled my contractual obligation, therefore there is nothing due to Vivint.  I propose that if they want to pick up their equipment, I have no problem with such a compromise.I reject their offer.  I demand Vivint bring my account to a $0 balance as I cancelled my account in October.  I had always paid on time and been in good standing.  I owe Vivint no money.Vivint needs to deal with their employee.  Frankly, by their refusal to accept responsibility for their employee calls in question their unethical and illegal business practices.  Mr. A[redacted] changed the 1 in the 12 to a 4 after he left my home.  I never received a copy of the contract.  I wasn’t aware my contact was illegally extended until I attempted to cancel.
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,
Shenetha S[redacted]

September 29, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 5, 2010             Date of Addendum: May 15, 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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time Vivint has agreed to immediately cancel Ms. [redacted]’s account and waive the past due balance. In addition, Vivint has provided Ms. [redacted] with the recording of the extension agreement via email.   Vivint’s records show that on June 5, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on May 15, 2013.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  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.             Despite the information above, 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

March 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: February 23, 2015          To Whom It May Concern:I have reviewed...

the information provided by [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had many technical errors with the Vivint system and has experienced extended delays when it comes to scheduling a technician. Mr. [redacted] desires cancellation of the Agreement without penalty due to his system not properly protecting his home and family.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns. Vivint would like to extend an offer to have a technician thoroughly inspect his Vivint system. Additionally, Vivint has agreed to apply a credit equal to two (2) months of Mr. [redacted]’s service fee. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on February 24, 2017, and Vivint’s Scheduling department found an appointment for March 3, 2017; however, Mr. [redacted] declined this appointment.  Vivint believes repair rather than cancellation is the proper course of action. Mr. [redacted] may contact Vivint’s representative to schedule an appointmentIf 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 28, 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. In her complaint Ms. [redacted] alleges that her Vivint security system has not worked properly. Ms. [redacted] desires cancellation of the Agreement without penalty and a refund of all monies paid to Vivint. Vivint’s records show that Ms. [redacted] has an appointment on September 29, 2015 for a Vivint technician to repair any issues and determine whether or not the security system will work for Ms. [redacted]’s home. If it is determined that the system will not work for Ms. [redacted]’s home Vivint will remove the security equipment and cancel the Agreement without penalty. A refund for all monies paid to Vivint will only be issued after the technician’s determination and the removal of the security system. 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]

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]

January 17, 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, 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 was misled by a Vivint representative regarding the deferment of his account. He explains that in November of 2017 he was told that his account would be deferred until he moved into a permanent residence, however despite this he continued to be billed. Mr. [redacted] requests a refund of these payments and cancellation of his Agreement with no 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 August 1, 2014. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $63.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Vivint records indicate that on November 7, 2017 Mr. [redacted] spoke with a Vivint representative to inform them of his impending move and that he would not be able to utilize the system for a period of time until he moved into a permanent residence. While Vivint does offer a deferment of payments for a period of up to six (6) months, Mr. [redacted] was informed that his account did not qualify for a deferment at that time as his account was not current on payments. He was informed that his account could be deferred once the past due balance was paid. Records show that this past due balance was paid on December 9, 2017 and the account was subsequently deferred six (6) months on January 8, 2018. As such, no refund is warranted at this time.Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1599.75; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $799.87.  If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]