Vivint Smart Home Security

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]

April 6, 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: December 11, 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] explains that she was misled by a Vivint representative regarding the term of her agreement, and that she thought she signed a 12-month agreement.  She is requesting cancellation of her account. On December 29, 2015, Ms. [redacted]’s account was cancelled and sent to collections due to non-payment. However, at this time, Vivint has agreed to remove her account from collections immediately and keep the account cancelled. Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey 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] completed the required Pre-Installation Survey on December 11, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on her representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Despite the above information, 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

September 16, 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 29, 2013                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he was originally told that he would have to pay $15.16 to cancel his account; however, he was recently told the buyout amount would be around $400.   A representative from Vivint has recently contacted Mr. [redacted] via email to explain the reasoning behind the buyout amount.   Vivint has no record of Mr. [redacted] being informed that it would cost $15.16 to cancel the account. Vivint’s records indicate that Mr. [redacted] has 5 months remaining on his agreement with Vivint; thus, the payoff amount would be $344.95 based off of his monthly payment of $68.99.   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 1, 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. In her complaint, Ms. [redacted] states she has been experiencing equipment complications with her security system that have not been resolved. Ms. [redacted] desires for the account to be cancelled without penalty and the equipment removed for her home.  Vivint’s records show that Vivint has an appointment scheduled with Ms. [redacted] on February 2, 2018. Vivint has approved changing out the doorbell camera for an outdoor camera if the field service technician is unable to resolve the motion triggered events recordings. To assist Ms. [redacted], Vivint has agree to applied a credit to his billing account in the amount of $158.97, which will cover three (3) months of monitoring fees. 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 5, 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 25, 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] explains that she has sold her home and moved. Ms. [redacted] desires cancellation of her agreement without penalty and the last two months payments refunded. A Vivint representative recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a monthly monitoring fee of $60.99 each month, plus applicable taxes, during that term.  Ms. [redacted] contacted Vivint on July 26, 2016, to request cancellation of her account. However, Ms. [redacted] still had about two years left on her contract. In an effort to assist Ms. [redacted] and due to her circumstances Vivint will cancel the account without any cancelation fees. But refunds of past payments are not warranted. If Ms. [redacted] has any questions she can contact the representative who 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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 23, 2008            Date of Addendum: February 8, 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 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.Vivint’s records show that on June 23, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on February 8, 2017.  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-eight (48) 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-eight months from today. Your monthly monitoring fee will be lowered to $24.99. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,124.55; however, because of the misunderstanding, I would be willing to lower Ms. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $506.05.  If Ms. [redacted] wishes to take advantage of this offer, I would advise her 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

Tell us why here...September 26, 2017   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: June 21, 2017                                                             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 experienced difficulty with her system.  Vivint’s records indicate that an appointment has been scheduled for September 30, 2017. A free month of credit has also been applied to her account.  Vivint advises Ms. [redacted] to check her email as a representative from Vivint has sent her important information regarding her 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

Complaint: [redacted]
I am rejecting this response because Vivint did not use reasonable care and skill when they carried out their work. While Vivint's contract notes “Alarm systems and monitoring service may not always operate properly for various reasons," The Consumer Rights Act 2015 says that services must be provided with reasonable care and skill.  The price reduction Vivint have offered is inadequate given the continuous problems I have experienced in the six out of seven months I have been a client - therefore at a minimum, six months of service should be credited to my account.  While it took Vivint one day to arrange for a technician when I signed up for service, each time I've needed service for repair, they are only able to provide an appointment about a full month away.  I'm legally entitled to have the work done within a reasonable time and when I contact similar service providers to get an idea of how long it should take, they agree that Vivint has been unreasonable.
Sincerely,
[redacted]

November 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 6, 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 System Purchase and Services Agreement (“Agreement”) term was to be for two years but was recently informed that her Agreement term was for five years and that her cameras have not operated correctly since they were installed. Ms. [redacted] desires her Agreement cancelled without penalty. Vivint agrees to lower Ms. [redacted]’s Agreement term length to two years and will provide her with a technician free of charge to resolve any equipment issues she may be experiencing. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on June 6, 2015. By signing her Agreement Ms. [redacted] agreed to pay a monthly monitoring service fee of 59.99 plus any applicable taxes each month for an initial term length of sixty (60) months. Further, Ms. [redacted] has not informed Vivint of any camera issues since July 7, 2015. Vivint must be made aware of any equipment issues that occur so the proper repairs can be made. As such, cancellation without penalty is not warranted.  Nevertheless, Vivint agrees to the above resolution. Ms. [redacted] may contact Vivint’s Customer Care department to schedule her technician appointment 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 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: David [redacted]   Vivint Account #: [redacted]  Date of Agreement: March 3, 2016            To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that a technician was sent to Mr. [redacted]’s home on April 19, 2016. Mr. [redacted]’s malfunctioning equipment was replaced with new equipment to resolve the issue. Vivint is currently working with Mr. [redacted] to resolve any damage done to his front door. A third party contractor has been approved to replace the front door at no cost to Mr. [redacted], an appointment will be scheduled between Mr. [redacted] and the contractor. Vivint believes this matter will be resolved upon completion of the contractors repairs.    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 9, 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 13, 2015                                                                To Whom It May Concern:   I have reviewed the information provided by [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently attempted to contact [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to [redacted] satisfaction. [redacted]’s Vivint account has been canceled on November 30, 2016. [redacted] has been removed from collections on March 9, 2017. [redacted] no longer has a 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]

July 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 2010           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 Ms. [redacted] requires any further assistance, 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

May 20, 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: May 2, 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 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]. [redacted]

July 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Melanie M[redacted] Vivint Account #: [redacted] Date of Agreement: June 16, 2012           To Whom It May Concern:I have...

reviewed the information provided by Ms. M[redacted] and appreciate the opportunity to respond. In her complaint, Ms. M[redacted] alleges that she was unaware of the initial term of her Agreement, and that she has recently requested cancellation of her account but has been unable to cancel without penalty.Vivint’s records indicate that prior to the installation of any equipment, Ms. M[redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey 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. M[redacted] completed the required Pre-Installation Survey on June 16, 2012. During the recorded Pre-Installation Survey, Ms. M[redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. M[redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. M[redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Cancellation of Ms. M[redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. M[redacted], in an effort to resolve these concerns.  In an effort to assist Ms. M[redacted], Vivint has reduced her payoff amount by 55%, and Ms. M[redacted] has agreed to continue service until this reduced balance is paid. Vivint’s representative is available to Ms. M[redacted], to ensure that this offer is carried out efficiently. 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 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  John M[redacted] Vivint Account #: [redacted] Date of Agreement:  July 23, 2013 To Whom It May Concern: I have reviewed the...

information provided by Mr. M[redacted] and appreciate the opportunity to respond. In his complaint, Mr. M[redacted] alleges that he received a false alarm fee for $250. Mr. M[redacted] desires a refund for this false alarm fee. Vivint’s records indicate that a case with Vivint’s Alarm Events team has been created for Mr. M[redacted]. Vivint’s Alalrm Events department will require a copy of the false alarm fee invoice in order to proceed with review. I would advise Mr. M[redacted] to send this documentation to the addresses provided below. 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]

August 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 2017           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. Vivint has sent new paperwork to Mr. [redacted] to correct the signature issues on his account. Additionally a credit of $184.36 has been applied to 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: (801) 765-5759, 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 while the resolution and the amount of issues and time spent having a defective system, having alarms not going off properly, having it repaired several times, being charged monitoring fees when they system was not working, being charged for equipment that was replacing defective equipment, being unable to resolve this with the business themselves and being harassed by them, having to dispute this with my credit card company and now with the Revdex.com, has made this resolution not satisfactory to me after compromising my family and my property.   But I will take the credit the business is offering me, if the check does indeed arrive, and let it go.  This is not the way business should be done.  Integrity should be part of the service and should be willingly provided.
Sincerely,
[redacted]

October 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 18, 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 doorbell camera has stopped working due to her transformer shorting and requires an electrician to repair and that her alarm system is for an apartment and not a house. Vivint’s records indicate that Ms. [redacted] has been approved for reimbursement up to $[redacted] for the repair of her transformer. Since it will take some time for an electrician that works with Vivint to get to her home Vivint has offered to pay another electrician of her choosing for quicker service. Ms. [redacted] has denied this offer, never the less Vivint’s offer will stand until the necessary repairs are made. Further, Vivint does not install alarm systems specifically designed for an apartment. The security system is not permitted to have an outdoor siren due to noise ordinance laws. Ms. [redacted]’s system is meant to protect her home. Regardless, Vivint will agree to cancel her Agreement without penalty as long as Vivint can remove the security equipment from Ms. [redacted]’s home. If Ms. [redacted] desires to take advantage of this offer I would advise her to call into Vivint to schedule a time that works best for her to have a Vivint technician come remove the Vivint 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]

April 22, 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: March 29, 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 the installation of her equipment was never completed, and that Vivint has not been able to get her a timely appointment for the completion of her installation.   Ms. [redacted] desires cancellation of her agreement and removal of Vivint’s equipment. Vivint’s records show that a representative has recently contacted Ms. [redacted] in an effort to resolve her concerns.  A Vivint Field Service Professional is scheduled to be dispatched to Ms. [redacted]’s home today, April 22, 2015.  Vivint has credited Ms. [redacted]’s billing account for one month of service. Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

May 1, 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: September 3, 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] alleges that he moved, and that Vivint has not been able to successfully schedule an appointment to install equipment in his new home, and has not refunded payments made while awaiting service.  Mr. [redacted] desires cancellation of his agreement without penalty. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve this matter.  Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.   Vivint has sent $[redacted] back to the bank account on file, to refund Mr. [redacted] the payments made in March and April 2015. 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]. [redacted]