Vivint Smart Home Security

October 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  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. At this time, Vivint agrees to cancel Mr. [redacted]’s Vivint Agreement and remove his billing account from collections. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on June 2, 2012, in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation has yet to be provided by Mr. [redacted].Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after March 2017.  As such, the account was cancelled for non-payment on August 30, 2017, and was sold to an outside collections agency.  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 29, 2015 Revdex.com of Utah 5673 South Redwood Road, # 22 Salt Lake City, Utah 84123 RE: Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: May 23, 2009 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] via email, in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [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, [redacted]

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]

February 10, 2017       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 12, 2016                                                               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 falsely charged $199.00 for a door lock. Ms. [redacted] requests a refund of $199.00.   Vivint has issued a refund of $199.00 which will go back in her account within 7-10 business days. Vivint apologizes for any undue delay or 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

May 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: March 16, 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 representative and Mr. [redacted] have agreed upon a resolution. 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]

December 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: January 10, 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 had a break-in and that Vivint has not resolved her concerns.  Ms. [redacted] desires cancellation of her agreement without penalty.  Vivint’s records indicate that Ms. [redacted] has not notified Vivint of her break-in. A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  At this time, Vivint is awaiting documentation from Ms. [redacted], to proceed in reviewing the incident. If Ms. [redacted] will provide Vivint with a sheriff’s report from this incident, her request for compensation will be further reviewed.  Ms. [redacted] may email this documentation to: samantha.l[redacted]@vivint.com, or fax it to: (801) 765-5759, for faster processing.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, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Joan [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, 2011           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 has been resolved to Ms. [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, Nathan *. [redacted]

March 22, 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 7, 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 has been resolved to Ms. [redacted]’s satisfaction. Her Vivint system has been cancelled effective immediately. Ms. [redacted] has no financial obligation with 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 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]

November
9, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

            Vivint Account #: [redacted]             Date of
Agreement: June 18, 2015To 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 decided to cancel his service with Vivint but has yet to
receive his refunded the charges made on his account. Mr.
[redacted] desires the refund of charges made on his account prior to its
cancellation.  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. An
appointment to remove Vivint’s equipment occurred on September 30, 2015. Vivint’s
records show Vivint resubmitted Mr. [redacted]’s refund to his checking account on
November 03, 2015. Please allow for 7 to 10 business day for the refund to be reflected
on Mr. [redacted]’s checking 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]

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,
Rebecca M[redacted]

January 30, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 2014           To Whom It May Concern:I have reviewed...

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

January 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 10, 2017         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 a Vivint technician drilled a hole through his front door, causing $1,600 worth of damage, and that Vivint has only offered a $250 settlement. Mr. [redacted] is requesting that Vivint replace his front door. Vivint’s records indicate that a Release and Settlement Agreement regarding the door repair was signed by Mr. [redacted] and returned to Vivint on January 2, 2018. As such, no further offers will be made 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

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 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: March 27, 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 her video camera has not operated since it was installed resulting in failure to identify a break in that occurred at her home. Ms. [redacted] desires a refund for a year of service and for Vivint to reimburse her for the cost of her television. Vivint’s records indicate that proper procedure was followed when Ms. [redacted]’s home was burglarized. The system alerted Vivint of activity in Ms. [redacted] home on June 4, 2016 at 9:02PM and the authorities were dispatched to her home. Vivint does not monitor a customer’s video cameras for privacy reasons and it is the customer’s responsibility to test their equipment at least monthly, including video cameras, and to inform Vivint if any issues arise so they can be resolved as stated in section 12 “Customer Duties” of the System Purchase and Services Agreement. Vivint has also been providing monthly monitoring service since Ms. [redacted] system was installed on March 27, 2015. As such, a refund for a year of service and reimbursement for Ms. [redacted]’s stolen television is not warranted. However, as an effort of goodwill Vivint has placed a credit to her account for $70 to reimburse her for monthly payments made for a camera service. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  Seeta A[redacted] Vivint Account #: [redacted] Date of Agreement:  January 07, 2014 To Whom It May Concern: I have reviewed the information...

provided by Ms. Seeta A[redacted] and appreciate the opportunity to respond. In her complaint, Ms. A[redacted] alleges that she had a break-in when her alarm system was set, and that Vivint has not resolved the issue with her.  Ms. A[redacted] desires cancellation of her agreement without penalty.  Vivint’s records indicate that Ms. A[redacted] notified Vivint of this break-in, and that Vivint’s Alarm Events department has opened a case for review.  A representative from Vivint has recently attempted to contact Ms. A[redacted], in an effort to resolve these concerns.  At this time, Vivint is awaiting documentation from Ms. A[redacted], to proceed in reviewing the incident.   If Ms. A[redacted] will provide Vivint with a police report from this incident, her request for compensation will be further reviewed.  Ms. A[redacted] may email this documentation to: [redacted]@vivint.com, or fax it to: [redacted], for faster processing.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]

July 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Natasha D[redacted]  Vivint Account #: [redacted] Date of Agreement: May 9, 2014          To Whom It May Concern:In her rebuttal, Ms. D[redacted] rejects the offer made by Vivint stating that she has not received service so the Agreement with Vivint should not be taken into account.Vivint’s records indicate that Vivint has made multiple attempts to reach out to Ms. D[redacted]’ in regards to her technical concerns, but have never been able to speak with Ms. D[redacted]. Vivint maintains its stance that repair rather than cancellation is the proper course of action for Ms. D[redacted]’ account. Vivint is willing to work with their scheduling department in order to find an appointment within a reasonable amount of time. Vivint also provides their customers a 24/7 Customer Care department in order to assist their customers with troubleshooting over the phone. Ms. D[redacted] can call in at her earliest convenience and troubleshoot her technical concerns with a Vivint representative. Ms. D[redacted] may also cancel her agreement prematurely if she agrees to pay Vivint a reduced payoff of $[redacted]. If Ms. D[redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty 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, Nathan *. W[redacted]