Vivint Smart Home Security

June 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 14, 2010           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] states that Vivint failed to cancel his account after he sent in a formal request. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled and a refund of monies paid to Vivint since he first requested cancellation on January 2, 2016.  Mr. [redacted]’s account has been closed and a refund has been sent to him in the amount of $140.94. He should receive this refund in seven to ten business days. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Mr. [redacted] sent in his notice of cancellation on March, 3 2016. Pursuant to the signed Agreement, a written notice of cancellation must be received and remains on file for thirty days before an account is cancelled. Vivint agrees to refund all payments made by Mr. [redacted] since his notice of cancellation was received.  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

August 4, 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 18,...

2011        Date of Addendum: June 17, 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 does not recall extending the term of her Agreement 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 agrees to waive the past due balance of $96.70 and cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on July 18, 2011, 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 June 17, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in exchange for a reduced monthly rate.  Based upon this representation, Vivint offered a thirty-six (36) 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 thirty-six 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.  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

May 2, 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: August 21, 2008                                                              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 fraudulently charged a monthly payment in February and April. She requests a refund for both of these months. Vivint has agreed to refund Ms. [redacted] for the months of February and April. She may expect this refund to appear back onto her card within 7-10 business days. Vivint apologizes for any inconvenience this has caused Ms. [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]

May 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: June 29, 2012            Date of Addendum: August 12, 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 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.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on June 29, 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 December 29, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on August 12, 2015.  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 sixty (60) 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 sixty 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.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 6, 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 9, 20102           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 had issues with the system. 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 this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of January 6, 2017. Ms. [redacted] no longer has any obligation to Vivint. 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

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: July 30, 2008...

          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. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint will not hold Mr. [redacted] to the verbal renewal of his Agreement, and he 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

June 8, 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 6, 2013           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 Ms. [redacted] in an effort to resolve their concerns. Vivint’s records indicate that this matter is being resolved to Mr. and Ms. [redacted]’s satisfaction. Mr. and Ms. [redacted]’s account has been canceled as of June 8, 2016. Mr. and Ms. [redacted] may contact Vivint’s representative directly if he 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 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] 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] alleges that he cancelled the installation of a Vivint system, and that he has not received a refund of the monies he paid to Vivint.  Mr. [redacted] desires a refund of $59.99.  Vivint’s records indicate that a refund in the amount of $59.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted].  Mr. [redacted]’s account is cancelled, and he 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 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]

February 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 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 is in the process of being resolved to Ms. [redacted] satisfaction. Ms. [redacted] may contact Vivint’s representative if she 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

September 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 2015           To Whom It May Concern:I have reviewed the...

additional 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. This representative and Ms. [redacted] have agreed on a resolution. If Ms. [redacted] has any further questions or concerns, she may contact that 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

February 23, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, 2011           To Whom It May Concern:I have received...

the information provided by Mrs. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently contacted Mrs. [redacted] in an attempt to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [redacted]’s satisfaction. If she has any further questions or concerns, Mrs. [redacted] 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

September 2, 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: January 24, 2013                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains his frustrations regarding the 30-day cancellation policy. He requests a refund of $87.98.   Vivint has agreed to refund Mr. [redacted] $87.98. He will receive this in his account within 7-10 business days.   Vivint’s records indicate that the charge of $68.99 that Mr. [redacted] is disputing was withdrawn on July 20, 2016. Vivint did not receive his notice of cancellation until July 27, 2016. Therefore, it is simply out of goodwill that Vivint is refunding this amount.   In addition, the payment of $18.99 that Mr. [redacted] is disputing was the remaining amount due within the 30-day cancellation period. This payment was warranted and the 30-day cancellation policy can be found in the System Purchase and Services Agreement document.   Despite the information above, Vivint has submitted the requested refund.   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

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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 Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mrs. [redacted] in an effort to resolve Mr. [redacted]’s concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint’s records show the cameras were fixed on July 26, 2016 and a credit for a month has been placed on Mr. [redacted]’s 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 13, 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 2, 2012           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 Vivint is still charging him for services after he cancelled his account. Mr. [redacted] is requesting his account be cancelled and to be refunded for services not rendered. Vivint’s records indicate that by signing his System Purchase and Service Agreement (“Agreement”) Mr. [redacted] agreed to the following clause. Section 2.1 This Agreement starts on the day this Agreement is signed and continues for the initial term. 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 indicate that we did not receive a written notice of cancellation until September 12, 2016. As such, Mr. [redacted]’s Agreement was terminated after the third (30) day notice period on October 13, 2016.Despite the above information, Vivint has agreed to refund Mr. [redacted] the payment made on October 3, 2016 for $60.99. Mr. [redacted] can see this credited back to his AMEX card within the next 5-7 business days. Mr. [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

October 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 2014         To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges neither she nor her husband agreed to the sixty (60) month agreement. Ms. [redacted] desires the cancellation of her agreement without penalty. Vivint maintains its stance in regards to Ms. [redacted]’s account. Vivint has attached the Pre-Install Survey Vivint made reference in its previous response. Please note, Vivint edited the call to remove personal information in regard to Mr. [redacted]. Mr. [redacted] agreed to the initial term of sixty (60) months, and that the sales representative made no promises that were not written on the agreement. 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 40% off the payoff amount, bringing it to $[redacted]. Alternately, Ms. [redacted] may contact Vivint to schedule an appointment to resolve any additional equipment concerns she may have. If Ms. [redacted] wishes to take advantage of either 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]

June 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: August 15, 2015           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. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 15, 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, 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] states that she requested cancellation of her Agreement with Vivint at the end of the initial term, but that Vivint took another payment on November 2, 2017 after the account should have been cancelled.  Vivint’s records indicate that Ms. [redacted]’s account is cancelled, and a refund in the amount of $53.99 is being sent back to the bank account on file, to refund the payment deducted on November 2, 2017. Ms. [redacted] 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:  Vivint did not try to contact me.  I requested by fax (received confirmation) and e-mail to cancel my account on 07-07-16.  I had an appointment scheduled for 07-15-16 between 8AM and 11AM for them to remove the equipment.  They never showed up or phoned me.  I was told later that the tech had a death in the family.  I missed over 4 hours of work.  I then got in touch with their account manager by the name of Corey and was told I would receive a full refund of $163.86 (debited from my checking account on 07-21-16), which I have not received.  The equipment was removed from my home on 07-22-16.I would like to receive my full refund.
Sincerely,
[redacted]

April 24, 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: June 12, 2014          To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement without paying the remainder of her balance.  Mr. [redacted] desires reduction of the term of her agreement, or cancellation of the Agreement at a reduced settlement fee.  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 June 12, 2014. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the reduced initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  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.   Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  In an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $[redacted].  At this time, Ms. [redacted] has declined that offer, but Vivint has reduced her monthly rate by $11.00, and the reduced payoff will be available to Ms. [redacted] at any time in the future.  If Ms. [redacted] wishes to take advantage of the reduced payoff offer, 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]