Vivint Smart Home Security

July 8, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Maryanne W[redacted]  Vivint Account #: [redacted] Date of Agreement: November 1, 2010        To Whom It May Concern:I have...

reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. In her complaint, Ms. W[redacted] alleges that she cancelled his service with Vivint on June 18, 2015, but Vivint took a payment on June 15, 2015. Ms. W[redacted] now desires a partial refund of her final payment made to Vivint.Vivint’s records indicate that on November 1, 2010, Ms. W[redacted] signed a Purchase and Services Agreement. The Agreement states that Ms. W[redacted] can cancel her account at any time after the initial term of the agreement by providing a written Notice of Cancellation thirty (30) day before the customers desired cancellation date (Section 2.4).  Vivint’s records indicate that Ms. W[redacted] requested the cancellation of her Vivint service in writing on June 22, 2015. On July 2, 2015, Vivint cancelled Ms. W[redacted] account. A representative from Vivint has recently attempted to contact Ms. W[redacted], in an effort to resolve her concerns. Vivint has agreed to refund Ms. W[redacted] a prorated amount of her final payment to Vivint. A refund in the amount of $[redacted], which is the remaining 13 days Ms. W[redacted] did not receive service from Vivint, has been sent back to the credit card on file.  Ms. W[redacted]’s account is cancelled, and she 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 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 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, Mr. [redacted] states that he was overbilled for his Vivint system, and that he has not received a refund of the monies she paid to Vivint.  Mr. [redacted] desires a refund of $647.32 and cancellation of his Vivint service.  Vivint agrees to cancel Mr. [redacted]’s service provided he returns the equipment which was installed in his home. Mr. [redacted] may contact a Vivint representative to arrange for the removal of the equipment by emailing [email protected]. Vivint’s records indicate that a refund in the amount of $647.32 was processed back to Mr. [redacted]’s card on May 19, 2017. 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]

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: July 11,...

2016          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had equipment complications and that Vivint has not given him adequate downtime credit for these issues. Mr. [redacted] states that he refuses to have a technician visit or to pay for service until his past due balance is waived.  He desires cancellation of his Agreement without penalty and for Vivint to waive his past due balance.  At this time, to assist Mr. [redacted] Vivint agrees to apply a credit of $175.92 to his account, which will clear the past due balance.  Vivint will also offer a service visit at no cost to Mr. [redacted], for a technician to address any complications he may have with his Vivint system.Vivint’s records indicate that Mr. [redacted] signed an Agreement on July 11, 2016, in which he agreed to an initial term of forty-two (42) months and a monthly services fee of $65.99, plus any applicable taxes, during that term.  Mr. [redacted] has notified Vivint of issues with his equipment, but he has declined Vivint’s offers to send a technician. Both cancellation of Mr. [redacted]’s Agreement without penalty, and downtime credit for a period of time that equipment issues could not be addressed with a technician are not warranted at this time; however, Vivint agrees to the above resolution.  Mr. [redacted]’s charges for November and December have been waived and his account balance is zero until January’s invoice.  He may call Customer Care at 1-800-216-5232 to schedule his free service visit. 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 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Billy A[redacted] Vivint Account #: [redacted] Date of Agreement: June 25, 2015           To Whom It May Concern:I have reviewed the information provided by Mr. A[redacted] and appreciate the opportunity to respond. A representative from Vivint’s Home Damage department has recently attempted to contact Mr. A[redacted] and Mr. A[redacted]’s desired contractor. Vivint’s home damage department requires a price quote in writing from the contractor in order to proceed with the Home Damage case. I would advise Mr. A[redacted] to contact Vivint with the price quote or to have the contractor call into Vivnt with the price quote.  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]

September 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 8, 2014           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 Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s 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

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

Complaint: [redacted]
I am rejecting this response because: When I called to cancel my service they told me they would refund me for the month of June and now they are saying no. I would like my money refunded like I was I told especially for all the hassle that it is taking over 4 months for Vivint to get this taken care of.
Sincerely,
[redacted]

September 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2015           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] satisfaction. Ms. [redacted]’s 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

Hello,The response from the company is directed to the Revdex.com. I would be willing to accept a complete system (int. And ext. cameras, glass break sensor, window and door sensors etc) and a credit for monthly services with a different installer (company) than the one who failed  to complete this...

order.  Thank you
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I don't know how many times I have to say this. Your offer is not acceptable. Talk to Mark L[redacted]. Maybe he can give you some guidance.
Sincerely,
[redacted]

November 15, 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: September 14, 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. A representative has offered to reimburse Ms. [redacted] for the reinstallation of her previous system. Additionally, Vivint’s Home Damage Department will contact her regarding the repair of her doorbell.   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]

December 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 13, 2015         To Whom It May Concern:In her rebuttal, Ms. [redacted] rejects Vivint’s previous response. Ms. [redacted] desires the cancellation of account without penalty. Vivint maintains its stance in regards to Ms. [redacted]’s complaint. Vivint has provided the signed Schedule of Protection in its previous responses where Ms. [redacted] agreed to the extra charge of $240.00. Vivint has made an offer to cover half the cost of this charge if Ms. [redacted] would like to keep the two glassbreak sensors. Also Vivint has offered to waive the cost of the sensors completely if Ms. [redacted] agrees to return the two glassbreak sensors. The will remain as Vivint’s offers to Ms. [redacted].Additionally, cancellation of Ms. [redacted]’s account without penalty is not warranted at this time. 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 25% off the payoff amount, bringing it to $[redacted]. 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]

March 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 6, 2016           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 is in the process of being resolved to Mr. [redacted] satisfaction. Mr. [redacted] may contact Vivint’s representative if he 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

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

July 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 25,...

2014           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had problems with his Vivint system that have not been resolved despite his communications with customer service, and he does not think he should have to pay for a service visit.  Mr. [redacted] desires cancellation of his Agreement without penalty.  In an effort to assist Mr. [redacted] at this time, Vivint agrees to waive the trip fee for a service visit.  In addition, I have reduced Mr. [redacted]’s monthly services fee by 50% for the remainder of his Agreement term.  As such, should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount is now half of what he would need to pay pursuant to the signed Agreement.  Alternately, he may schedule a free service visit and continue to pay his reduced monthly services fee for the remaining term. Vivint’s records indicate that Mr. [redacted] signed an Agreement on October 25, 2014 with an initial term of forty-two (42) months and a monthly services fee of $63.99, plus any applicable taxes, during that term.  The signed Agreement states that any defective equipment installed by Vivint will be replaced at no cost, but that the customer is responsible for a visit charge for a service call (Section 5: Repair Service).  A technician addressed problems with the system at Mr. [redacted]’s home on October 26, 2015.  Since then, Mr. [redacted] has notified Vivint of problems with his equipment, but has not scheduled a service visit due to the trip fee that would be charged.Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time; however, if Mr. [redacted] wishes to take advantage of either of the offers explained above, he may contact 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

Complaint: [redacted]
I am rejecting this response because: Rebekah B[redacted], a representative of Vivint Legal department, and myself agreed that the equipment would be returned to Vivint and a full refund would be issued. On 02/02/18, a technician of Vivint came out to the property and secure the equipment. Rebekah and myself determined that the amount of the return should have been $5522.23. This amount include 7 months of services and the total paid for equipment. On 02/06/2018, I received an email notification stating that the amount of my refund would be $2894.33 for Case number [redacted] despite efforts made to contact Rebekah to seek clarification on the issue she has not returned my call or answered my email. As a result, I do not agree with this resolution. Attached you will find the receipts for the total cost of the equipment purchased from Vivint and the refunded amount does not cover that cost.
Sincerely,
[redacted]

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]

November 25, 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 Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she agreed to take over an account from the previous owner of her home, but that Vivint has delayed the service visit and the activation of the account in her name.  Ms. [redacted] desires to have her system activated in a timely manner, and a refund for the service she has paid for and not received thus far. Vivint’s records show that Vivint was notified of this takeover on November 6, 2015. Ms. [redacted] most recently spoke with Vivint on November 18, 2015, and at that time Vivint was able to apply the full credit from both payments to the account in Ms. [redacted]’s name.  A Vivint Field Service Professional is scheduled to be dispatched to Ms. [redacted]’s home on December 7, 2015, to activate the account in Ms. [redacted]’s name. Vivint has not yet invoiced Ms. [redacted]’s account for service, as the service has not been activated.  As such, no refund is warranted at this time.  When service begins at the time of the service visit, Ms. [redacted]’s account will become active and invoicing will begin.  The credit on Ms. [redacted]’s billing account from payments already processed is sufficient to cover monthly service fees for twenty-eight (28) months.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

July 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Stephanie H[redacted] Vivint Account #: [redacted] Date of Agreement: May 21, 2013To Whom It May Concern:I have reviewed the information provided by Ms. H[redacted]...

and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. H[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. H[redacted]’s satisfaction. A service visit is scheduled for Ms. H[redacted] on September 9, 2015. Vivint has waived the trip fee for this visit. In addition, a credit in the amount of $[redacted] has been applied to Ms. H[redacted]’s billing account, for any inconvenience.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]