Vivint Smart Home Security

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  August 17, 2012To 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 he received military orders and alleges that he was under the impression that such would be grounds for cancellation without additional charges. Mr. [redacted] desires a termination of the Agreement and Service provided on the basis of the military policy he understood and paperwork he submitted.  After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  A representative from Vivint has attempted to contact Mr. [redacted], in an effort to resolve these concerns.  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, [redacted]

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 2, 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 experienced equipment complications with his security system that have caused health issues.  Mr. [redacted] desires cancellation of his agreement without penalty.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns. Vivint 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. Additionally, I have credited Mr. [redacted]’s account for a free month of service.Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on February 15, 20126, and Vivint’s Scheduling department found an appointment for March 9, 2016. During this appointment, a Vivint technician replaced Mr. [redacted]’s smoke detector, front door sensor, and tested his system to ensure it was properly preforming.  Vivint was not notified of any further equipment issues until recently. Vivint’s Scheduling department found an appointment for October 5, 2017; unfortunately, the Vivint technician was running thirty (30) minutes behind schedule. A Vivint representative was able to reschedule an appointment later that day however, Mr. [redacted] declined 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

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

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]

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 21, 2009            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 the number to contact Vivint is no longer valid and he wishes to cancel his System Purchase and Services Agreement (“Agreement”). Vivint has cancelled Mr. [redacted] Agreement, as of the date of this letter. Mr. [redacted] has no further obligation to Vivint. Should Mr. [redacted] desire to contact Vivint with any other questions or concerns he may call Vivint ###-###-####. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]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]

September 23, 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: July 17, 2013                                                                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 has previously moved from the location where the system is installed; therefore, she has attempted to cancel her account but she has been unsuccessful. Ms. [redacted] requests immediate cancellation of her account without penalty.     At this time and out of goodwill, Vivint has agreed to cancel her account without penalty.   However, Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] signed the System Purchase and Services Agreement (“Agreement”).  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement 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] signed the Agreement on July 17, 2013.   Upon signing the Agreement, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  Therefore, her Agreement would not end until January 17, 2017. She also represented that she would pay a monthly monitoring fee of $60.99 each month during that term.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     On August 3, 2016, Ms. [redacted] contacted Vivint in an effort to cancel her account because she was moving. Vivint offered to move her equipment to her new address; however, Ms. [redacted] declined this offer because she had signed a contract with a different company. Unfortunately, this reason does not qualify for cancellation because Vivint offers numerous solutions to customers who are moving. This is the reason why Ms. [redacted]’s account was not cancelled.   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

June 7, 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: N/A                                                                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 the refund was submitted on May 31, 2015 and it has been confirmed that Ms. [redacted] has received her 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]

May 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: November 7, 2012            Date of Addendum: March 18, 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 his contract was renewed without his knowledge. He is requesting immediate cancellation without penalty. At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account immediately.  Vivint’s records show that on November 7, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on March 18, 2015.  During this call, Vivint offered Mr. [redacted] $5.00 off his monthly rate in exchange for a thirty-six (36) month renewal.  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 above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representative if he has any further 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. Note: the technition did not show up Friday as scheduled. Vivint said the account is closed as of today 8-29 and rescheduled technition for 9-6-17. 
Sincerely,
[redacted]

Revdex.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 15, 2014To 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 was erroneously charged a move fee, and has not received equipment that was to be included upon installing the system after the move. Mr. [redacted] desires a response from Vivint, a refund for the move fee, and the delivery of the lamp modules in a timely matter. Vivint’s records show Mr. [redacted] has notified Vivint of this concern, and the issue has been attended to and resolved.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, [redacted]. [redacted]

December 6, 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 10, 2016          To Whom It May Concern:In his rebuttal, Mr. [redacted] states that when he spoke with Vivint’s sales representative, the existing door sensors specifically were not discussed.  Mr. [redacted] further states that he does not believe he would have been charged more at installation had he requested all new sensors for his doors.  He explains that everything has stopped working and his home is not secure at this time.  Vivint maintains its position that Mr. [redacted] was provided with an appropriate amount of new equipment at the time of installation, and that repair of his system is the proper course of action at this time.  Vivint remains willing to send a technician to Mr. [redacted]’s home, at no cost to him, to provide 2 new lamp modules, and to provide any new sensors to Mr. [redacted] at half price, should he decide to replace existing sensors with new ones during this service visit.   Vivint has also applied a credit to Mr. [redacted]’s account for one month of service, to assist with these costs.  The telephonic Pre-Installation Survey mentioned in Vivint’s previous response took place after the sales calls. The purpose of this survey is to verify certain information, ensure that each customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. During this conversation with Vivint’s Account Creation department, Mr. [redacted] represented that he moved into a home with alarm equipment already installed, and that he would like to keep it and also add some new equipment.  Mr. [redacted]’s signed Schedule of Equipment and Services (attached to this response) shows how the points of new equipment offered by Vivint’s sales representative were used during the installation.  Vivint offers a certain amount of free equipment, and after using that allotment, a customer is required to purchase any additional new equipment if desired.  Due to the existing equipment in Mr. [redacted]’s home that Vivint was able to activate, he was able to use his allotment of points on sensors beyond window and door sensors. Mr. [redacted]’s Schedule of Equipment and Services shows that he was able to have a new CO detector, smoke/heat detector, and motion detector installed at no cost because his windows and doors were already covered by his existing sensors. This is why Vivint has explained to Mr. [redacted] that his costs at the time of installation would have been more for the equipment he has if he did not have existing sensors already installed. Although Vivint does not warrant existing equipment and therefore cannot replace all existing equipment for free, Vivint agrees to the above resolution to assist Mr. [redacted] in making any needed repairs or replacements of his equipment.  Mr. [redacted] will not be charged for service in December, and he may schedule his service appointment by calling 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

May 21, 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: October 27, 2012           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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

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]

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]

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

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

April 7, 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 5,...

2013           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 and Ms. [redacted] have agreed upon a resolution in this matter.  Ms. [redacted] may contact Vivint’s representative directly if she has any further 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]

August 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 28,2013           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 Mr. [redacted] in an effort to resolve his concerns. It has been agreed that Vivint will immediately cancel the account. 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

June 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 24, 2017           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal Mr. [redacted] states that he does not agree with Vivint’s Limitation of Liability which limits Vivint’s coverage of his home damage incident at $2,000.Vivint’s Limitation of Liability is contained in Section 17 of the Agreement which Mr. [redacted] signed. The Agreement reads, “… you agree that our liability shall be limited to two thousand dollars ($2,000.00), and this shall be your sole and exclusive remedy…” Vivint’s Home Damage department has found a third party contractor who is able to repair and replace Mr. [redacted]’s damaged doors within the Limitation of Liability. At this time Vivint is awaiting the shipment of a part to the third party contractor to finish the repairs to Mr. [redacted]’s home.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]