Vivint Smart Home Security

November 23, 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 22, 2013           To Whom...

It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he moved to his new home in September 2013 but the move of his security system was not complete. Mr. [redacted] further explains that he continued payment on the service until he was made aware in November 2016 that the move was not complete. As such. Mr. [redacted] requests cancelation of his account and a refund of all monthly payments from September 2013 to November 2016. Vivint’s records indicate that Mr. [redacted] singed a System Purchase and Services Agreement on February 22, 2013. In that agreement in section 12: Customer Duties it states, “You will test the System’s protective devices and send test signals to the Center in accordance with our instructions at least monthly… If a problem with the System occurs, you will notify us.” Vivint has no records of any tests done on the system. It is also the customer’s duty to make sure the move is scheduled at their convince. Vivint have any record of an appointment being made to install the system in Mr. [redacted]’ new home. Due to these facts a refund of all the monthly payments is not warranted.Despite these facts, in an effort to assist Mr. [redacted], Vivint is willing to cancel Mr. [redacted]’ account as of today November 23, 2016 and refund him $500.00 in the form of a check. If Mr. [redacted] would like to move forward with this resolution or if he has any questions or concerns he can contact Vivint’s representative 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 15, 2017 To Whom It May Concern: I have reviewed the information provided by...

Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has been experiencing various issues with her equipment and that Vivint’s technicians have failed to provide a lasting solution. As such, she is requesting immediate cancellation without penalty.At this time, Vivint is willing to offer a month of free service and a free appointment to address any remaining equipment concerns. Vivint’s records show that on April 15, 2017, Ms. [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint, with an initial term of sixty (60) months.  By signing this Agreement, Ms. [redacted] represented that she understood and accepted all terms contained within the contract. As stated in the contract, Vivint does not warrant that the system cannot be compromised or that it will always function. However, Vivint does guarantee troubleshooting assistance over the phone or a technician appointment as soon as possible. Vivint’s records show that an appointment to address Ms. [redacted]’s equipment concerns was completed on October 18, 2017, free of charge. In resolution to this matter, Vivint agrees to the above offer. Cancellation without penalty is not warranted at this time. 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 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: May 11, 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 was promised that she could cancel her System Purchase and Services Agreement (“Agreement”) within a four week trial period and that her equipment was removed from her home but Vivint has not yet cancelled her Agreement. As of the date of this letter Vivint has cancelled Ms. [redacted]’s Agreement and sent her a refund of all monies paid to Vivint in the amount of $281.97. Vivint 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 29, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, 2017           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 a full refund was sent to Ms. [redacted] via check and that she will be receiving the refund on or before October 2, 2017.Due to Vivint’s failure to collect the equipment within 21 days from cancellation, Ms. [redacted] is no longer obligated to return anything to Vivint. The account has been cancelled and Ms. [redacted] is under 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

Complaint: [redacted]
I am rejecting this response because: A repair estimate from [redacted] in the amount of $719.00 plus tax was faxed over to Marissa H[redacted] and she stated that standard installation rates advertised by [redacted] are $99-$199.00 (which is for a basic alarm with minimal equipment), so they are only willing to give me $200.00. I have 16 window contact, 3 keypads, 3 smoke/fire detectors, 2 motion sensors, 2 glass breaks all of which need to be reconnected and $200.00 does not cover it. I would like the $719.00 so I can have my alarm up and running as it's been two months now without the alarm and smoke/fire detectors.
Sincerely,
[redacted]

January 12, 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: May 19, 2017                                                               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 that he has experienced difficulty with his thermostat. Mr. [redacted] requests that Vivint repair the equipment.   Vivint’s records indicate that a technician has replaced the unit. Vivint apologizes for any inconvenience this may have caused.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

August 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 2013           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 did not sign an Agreement for a Vivint system which has now been sent to a third party collection agency. Mr. [redacted] requests that the account be removed from collections.Mr. [redacted]’s account has been removed from collections as requested.Vivint’s records show that Mr. [redacted] stopped making his monthly payments after August 2015.  As such, the account was cancelled for non-payment on December 30, 2015, and was sold to an outside collections agency.  Despite this information Vivint agrees to the above resolution. Mr. [redacted]’s account has been removed from collections and he 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]

November 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: September 21,...

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] via email, in an effort to resolve his concerns.  Vivint’s records show that this matter is being resolved to Mr. [redacted]’s satisfaction.  Pending a service visit which is being scheduled with Mr. [redacted], he will have 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Jason D[redacted] Vivint Account #: [redacted] Date of Agreement: July 10, 2009           To Whom It May Concern:I have reviewed the...

information provided by Mr. D[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. D[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved in accordance to Mr. D[redacted]’s request.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 26, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 20, 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 is currently working to resolve Ms. [redacted]’s concerns to her satisfication. 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]

October 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #:  Date of Agreement:            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 name was used to enter into a System Purchase and Services Agreement without her consent. Ms. [redacted] desires her name to be removed from Vivint’s internal systems.. Vivint has removed Ms. [redacted]’s name from its internal systems. Ms. [redacted] should not receive any further bills from a Vivint account. Vivint apologizes for any frustration this matter may have caused. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 10, 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] alleges that his cameras have not worked properly and that a false alarm had activated on his system and it took Vivint several minutes to contact him by phone. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Mr. [redacted]’s alarm system was recently serviced on November 19, 2015, a technician was able to resolve the connectivity issue with Mr. [redacted]’s alarm panel. Mr. [redacted]’s camera history shows that it has been connected to the internet and has been detecting motion since this appointment. If Mr. [redacted] is still experiencing camera issues I would advise him to call into Vivint so further troubleshooting can be done. Vivint will require the date of the false alarm in order to review the situation further. Nevertheless in an effort to assist Mr. [redacted] Vivint will agree to cancel his Agreement without penalty provided Vivint can remove the security equipment from his home. If Mr. [redacted] desires to take advantage of this offer he may call into Vivint to schedule a time for a technician to remove the security equipment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, 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

May 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 4, 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 has had equipment complications since the installation of his system that have not been resolvedVivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Alternatively, cancelation of Mr. [redacted]’s Vivint account is warranted. Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call Customer Care at 1-800-216-5232 to schedule an appointment.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

May 26, 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 11, 2011           To Whom It May Concern:I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In Mr. and Ms. [redacted]’s response they desire the same resolution as they requested in their original complaint.Vivint Wireless’ records indicate that several internet technicians out to Mr. and Ms. [redacted]’s home and the technicians make notes stating that the internet is fully functional. Vivint Wireless’ records further indicate that when Mr. or Ms. [redacted] call in when the internet was not working it was due to outages that were resolved within a few hours. Also Vivint Wireless’s records show that for the first six months of service Mr. and Ms. [redacted] received a $20 discount on their service per month. As well as a $20 credit that was placed on the account on April 12, 2016 for time that her system was not working due to outages.Vivint security’s records indicate that a technician was sent to Mr. and Ms. [redacted]’s home on February 2, 2016 to replace the door lock that they were experiencing issues with. After that date Vivint has no record of any issues with the system.In an effort to assist Mr. and Ms. [redacted] Vivint will be able to have another technician go to their home to fix the door lock and make sure the whole system is working as intended. Due to the records that Vivint has stating that the internet service is working as intended and Mr. and Ms. [redacted] have received credits for downtime no more credits on the account are necessary. Also, for the same reasons cancelation of the internet service is not warranted at this time. In addition, Due to the records that Vivint has in relation to the security service cancelation of that service is also not warranted at this time.If Mr. or Ms. [redacted] have any questions or concerns they may contact the representative that originally reached out to them 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 18, 2017       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 5, 2017                                                               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 that he was dissatisfied with the equipment and service. Mr. [redacted] requests a refund and cancellation of his account.   Vivint’s records indicate that the equipment has been picked up, Mr. [redacted]’s account has been cancelled and a refund has been submitted. Mr. [redacted] should receive this refund within 7-10 business days. Vivint apologizes for any inconvenience this may have caused.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:
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,
[redacted] Yes, and thank you for "going to bat" for me.  The first email I sent Vivint was actually on September 10, 2016, as their cancellation policy requires.  I sent copies of my emails, both to Vivint Smart Home Security and to you at Revdex.com.  Therefore, they are in error when stating that my first notice of cancellation was in October 2016.  They also are in error, when stating that the service was cancelled in November, because the  $49.99 was still deducted from my checking account, more than 2 months after I sent notice to cancel.  But again, THANK YOU FOR REPRESENTING ME AND MY CLAIM to them.  That is probably what made the difference!!!  I will await that check in the mail for $149.97, and I also have learned my lesson.  I will deal locally in the future, with people I can see and meet with my own eyes.  It's too easy to be deceptive, when you don't ever have to look the customer in the eye, apparently!!  And to you, people at Vivint, if you don't want to be perceived as polished crooks, then I would invest the appropriate time and effort in  training your staff be more honest and ethical with your valued customers, than they think they can get away with.  Integrity is doing the right thing, no matter if any body is watching and reporting, OR NOT!!Thank you.  I do appreciate you doing the right thing, at this point, in ending this "business agreement" and in refunding me $149.97.[redacted]

January 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, 2011           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] alleges that she had an alarm on December 27, 2015 and that CBI Security checked the building and reported that it was secure. Police were called the following morning and it was found that an actual break-in had taken place. Ms. [redacted] desires an explanation of this incident. Vivint Inc. (“Vivint”) dispatched CBI Security in accordance to procedure set by the Murray Police Department. When an alarm is activated, Vivint’s procedure is to contact the account holder. If we are unable to get in contact with the account holder or if the account holder requests, we dispatch authorities. The Murray Police Department requests that CBI Security is dispatched first. If CBI Security finds that the premise has been broken into, they dispatch police at that time. Vivint apologizes for any inconveniences caused by CBI Security. Unfortunately, Vivint does not have any further information regarding the break-in on December 27, 2015. I would advise Ms. [redacted] to contact CBI Security at ###-###-####. Their address [redacted]., Salt Lake City, UT 84115 should Ms. [redacted] prefer to file a complaint with them. 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]