Vivint Smart Home Security

September 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 21, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that her Vivint security system has not worked properly. Ms. [redacted] desires cancellation of the Agreement without penalty and a refund of all monies paid to Vivint. Vivint’s records show that Ms. [redacted] has an appointment on September 29, 2015 for a Vivint technician to repair any issues and determine whether or not the security system will work for Ms. [redacted]’s home. If it is determined that the system will not work for Ms. [redacted]’s home Vivint will remove the security equipment and cancel the Agreement without penalty. A refund for all monies paid to Vivint will only be issued after the technician’s determination and the removal of the security system. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 4, 2014            Date of Addendum: April 19, 2017...

To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that on December 4, 2014, 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 May 19, 2018.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on April 19, 2017.  Mr. [redacted] represented that he would extend his Vivint contract by sixty (60) months in exchange for two (2) Vivint outdoor cameras priced at $330.00. Vivint agreed to the terms of the sixty (60) month extension, took payment in the amount of $330.00, and scheduled an appointment for a Vivint technician to install two (2) outdoor cameras on May 8, 2017 on his home. Vivint’s records indicate that Mr. [redacted] called into Vivint on April 26, 2017 to cancel his appointment.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Vivint agrees to the above resolution in regards to the sixty (60) month extension. Vivint will send a field service professional to Mr. [redacted]’s home at no charge to install the Vivint outdoor cameras. Alternatively, should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $3.775.41; however, I would be willing to lower Mr. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $1,698.96. If Mr. [redacted] wishes to take advantage of these offers, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 24, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2008        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 had complications with a medical pendant for her mother, that her alarm panel was not updated, and that she requested cancellation but was charged for another month of service.  Ms. [redacted] desires a refund of $44.99.  Vivint’s records indicate that a refund in the amount of $[redacted] is being sent back to the bank account on file, to refund the monies paid to Vivint by Ms. [redacted] after requesting cancellation.  Ms. [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, [redacted]

May 2, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 21, 2008                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, she explains that she was fraudulently charged a monthly payment in February and April. She requests a refund for both of these months. Vivint has agreed to refund Ms. [redacted] for the months of February and April. She may expect this refund to appear back onto her card within 7-10 business days. Vivint apologizes for any inconvenience this has caused Ms. [redacted]. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

November 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: May 13,...

2011        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 cancelled her service on August 23, 2017 and was advised that her account would be closed in 30 days, but was charged again in October and Vivint has failed to refund the October payment.   Ms. [redacted] desires a refund of the payment taken on October 17, 2017 and closure of her account.  Vivint’s records indicate that a refund in the amount of $60.99 was sent back to the bank account on file on November 1, 2017, to refund the monies paid to Vivint by Ms. [redacted] on October 17, 2017.  Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint.  I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

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

the information provided by Mrs. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently contacted Mrs. [redacted] in an attempt to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [redacted]’s satisfaction. If she has any further questions or concerns, Mrs. [redacted] may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 2008 Date of Addendum:  April 4, 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] alleges that he has had equipment complications since renewing his Agreement with Vivint that have not been resolved. Mr. [redacted] further alleges that he has requested cancellation, but that Vivint will not allow him to cancel his extended Agreement.  Mr. [redacted] desires cancellation of his Agreement without penalty. At this time, in an effort to assist Mr. [redacted], Vivint will cancel the Agreement without penalty, effective immediately.  Mr. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 2012            Date of Addendum: August 12, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he does not recall extending the term of his agreement over the phone with Vivint and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on June 29, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on December 29, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on August 12, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a sixty (60) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the validity of this extension, Vivint agrees to the above resolution.  Mr. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

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]

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

additional information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. This representative and Ms. [redacted] have agreed on a resolution. If Ms. [redacted] has any further questions or concerns, she may contact that representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: July 9, 2015            To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mrs. [redacted] in an effort to resolve Mr. [redacted]’s concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint’s records show the cameras were fixed on July 26, 2016 and a credit for a month has been placed on Mr. [redacted]’s account.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 29, 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: June 5, 2010             Date of Addendum: May 15, 2013                                         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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time Vivint has agreed to immediately cancel Ms. [redacted]’s account and waive the past due balance. In addition, Vivint has provided Ms. [redacted] with the recording of the extension agreement via email.   Vivint’s records show that on June 5, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on May 15, 2013.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement 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 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

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

February 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 2017           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Ms. [redacted] satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 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: October 1, 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] explains that she has had issues with the equipment. Ms. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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

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