Vivint Smart Home Security

November 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: June 23,...

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 has had complications with her Vivint system, even after service visits.  She states that she has requested cancellation of her System Purchase and Services Agreement (“Agreement”), but Vivint will not cancel without penalty.  Ms. [redacted] desires cancellation of the Agreement without penalty.  A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve this matter.  Vivint is willing to discuss options with Ms. [redacted], such as a reduced monthly services fee or an assessment of the system to determine its compatibility in the home.Vivint’s records indicate that Ms. [redacted] signed an Agreement with Vivint on June 23, 2016, in which she agreed to an initial term of sixty (60) months and a monthly services fee of $80.99, plus any applicable taxes, during that term.  Vivint has reduced the monthly fee to $65.99 due to features that were not working with the system. Although cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time, Vivint is willing to work with her towards a resolution.  Vivint will either reduce the monthly services fee and let Ms. [redacted] keep the advanced equipment she has now, or may consider cancellation of the Agreement if it is determined that the system will not function properly at her home.  Ms. [redacted] may contact Vivint’s representative directly to further discuss these options. 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 28, 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 7, 2010           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she rejected the resolution because the holes in her walls have not been fixed. Ms. [redacted] desires Vivint to repair the holes in her walls. A representative from Vivint has recently attempted to contact Ms. [redacted] over phone on July 28, 2016 and over email the same day to resolve Ms. [redacted]’s concerns, but was unable to reach her. Vivint is still willing to schedule a Vivint technician to go and fix the holes in Ms. [redacted]’s walls. If Ms. [redacted] would like to schedule a time for a technician to repaire the holes in her walls or if she has any questions she can contact the Vivint 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

October 20, 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 25, 2017          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  I have credited Ms. [redacted]’s account for a free month of service.  Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge. Should Ms. [redacted] wish to accept Vivint’s offer of a free service visit, she 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

October 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: August...

31, 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 was misled by a Vivint representative regarding Vivint’s affiliation with his previous provider, and the term of Vivint’s System Purchase and Service Agreement (“Agreement”). He further explains that he has had many problems with his system, even after service visits.  Mr. [redacted] is requesting that Vivint cancel his Agreement without penalty. At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately. Vivint’s records indicate that prior to the installation of any equipment, Mr. [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, confirms the terms and conditions of the Agreement and that he understands Vivint is installing a security system and no other company. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on August 31, 2015. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months and the monthly services fee of $74.99 each month during that term. Further, Mr. [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.  Mr. [redacted] also represented that he understood Vivint’s representative was not associated with any other alarm company.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Mr. [redacted] is within the initial term of his Agreement and cancellation without penalty is not warranted; however, to assist Mr. [redacted] in this matter 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

September 27, 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 27, 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 experienced poor customer service. Mr. [redacted] desires to have his system repaired in a timely manner.  Vivint would like to ensure that Mr. [redacted] is able to utilize her system as intended, and will send a field service professional to his home at no charge.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns. Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may contact a Vivint legal representative at (801) 221-6728 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

October 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, 2010        To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he cancelled his account with Vivint, but that he was charged for service again in October.  Mr. [redacted] desires cancellation of his Agreement and no further charges from Vivint.  Vivint’s records indicate that Mr. [redacted]’s account is cancelled at this time, and he has no further obligation to Vivint.  I apologize for any undue delay in this process.  A refund in the amount of $[redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted] in October 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Megan M[redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. M[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. M[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. M[redacted]’s satisfaction.  An appointment is scheduled for August 11, 2015, and Vivint’s representative will be available to Ms. M[redacted] via phone and email 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 19, 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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records show that Ms. [redacted] stopped making her monthly payments after February 2017 and has an outstanding balance of $107.98. A written notice of cancellation was provided by Ms. [redacted] on March 20, 2017.Vivint has offered to waive any invoices after Vivint received Ms. [redacted]’s notice of cancellation. If Ms. [redacted] wishes to cancel her Vivint account, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232 to resolve her outstanding balance. 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 this resolution is satisfactory to me. I am extremely happy with the outcome and when the appropriate time arises, I will discuss a proper extension of the agreement. 
Sincerely,
Mark C[redacted]

Complaint: [redacted]
I am rejecting this response because:  Vivint never accomplished their end of the contract.  How can I be so wrong when there have been 3467 complaints to the Revdex.com in the last three years about Vivint.?  Problems with products andservices listed as 2225, and banned in several states.  I was prepared to fight them in court, where I know I would have won.  Instead they sell my contract.  So they have their money.   I truly believe one day they will get their due. I willwork with the collection agency on this matter.I just want to thank Revdex.com for your timely correspondences.
Sincerely,
[redacted]

August 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 10, 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 attempted to contact Ms. [redacted] in an effort to resolve her 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 31, 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 18, 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] explains that he is being billed $85.00 per month which he did not agree to. He further explains that he did not give Vivint permission to take automatic payments from his account.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on August 18, 2016.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $80.99 plus any applicable taxes each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Due to the information mentioned, a lower payment is not warranted. However, Vivint has agreed to change their payment method to direct invoice instead of automatic payment.   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 17, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: June 7, 2014...

          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint confirms that Mr. [redacted] has completed the initial term of his Agreement and has requested cancellation.  Mr. [redacted] recently spoke with a representative from Vivint and agreed to a reduced rate of $34.99 on a month-to-month basis (no contract term) to keep his service.  Vivint also cleared Mr. [redacted]'s past due balance so he is not responsible for service fees in December or January.  Vivint believes this matter to be resolved.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 18, 2015Revdex.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] alleges that she has had equipment complications with her system since the time it was installed, and that she has been unable to cancel her Agreement with Vivint and has gone back to her previous alarm company.  Ms. [redacted] desires cancellation of the Agreement without penalty.  Vivint’s records indicate that Ms. [redacted] did notify Vivint of equipment complications, and that Vivint determined it was the existing equipment from a previous alarm system that was malfunctioning.  Vivint replaced some of the equipment with new wireless sensors, but generally cannot warrant equipment not installed by Vivint.   Furthermore, Ms. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she 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, plus applicable taxes, during that term.  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 $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 50%, bringing the total payoff amount to $[redacted].  If Ms. [redacted] wishes to take advantage of this 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]

Complaint: [redacted]
I am rejecting this response because: Hi, in my previous message, I am asking for credits back to my account and for Vivint to file the permit to dispatch with the Baltimore County Police. I understand that they will issue the credits but I did not see that they will be filing the permit.A neighbor of mine that filed a complaint was given credits and Vivint will file the permit.  Will they include the filing of the permit as well to resolve my issue/complaint?Please advise.Thank you.
Sincerely,
[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,
[redacted]

January 20, 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: November 30, 2016                                                                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 has been unable to use Vivint’s online application and website despite numerous representative’s attempts to assist him. Mr. [redacted] requests that Vivint either fix the issue or cancel his account.   At this time, Vivint has agreed to immediately cancel Mr. [redacted]’ account without penalty. Mr. [redacted] has no further obligation to Vivint. Vivint apologizes for any inconvenience this may have caused Mr. [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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

August 3, 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 17, 2010Date of Addendum: October 21, 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 does not recall extending her contract but that Vivint refuses to cancel the account. She is requesting immediate cancellation without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing to waive the extension of Ms. [redacted]’s agreement along with any past due amount, and immediately cancel the account.Vivint’s records show that on July 17, 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 October 21, 2016.  During this call, Vivint offered a thirty-six month contract renewal in exchange for $10.00 off the monthly rate. Ms. [redacted] accepted this offer and was 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, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:The credit to cover one month of service is farcical compare to the hardship I have been through and my doors locks are still not fixed. I had another scheduled appointment for today 8/15/17 between 12-4pm. Hadn't I called Vivint's Legal Assistant, Carrie J[redacted] at around 12:30pm in response to her email, another appointment would of been missed making it the 5th appointment wasting my time and money. She told me that she see's a note that today's appointment was cancelled because the technician didn't have the right equipment. I responded, that no one has called me and told me anything. I just couldn't believe it.  After we have finished our conversation regarding other matters, she was kind enough to call me back to confirm that she had spoke with the scheduling department and yes the technician was not going to make it and the scheduling department is suppose to call me back to set up another appointment. Carrie made a tentative appointment with me for my repair on 8/17 8-10am. I do hope that the scheduling department calls me to confirm that appointment. Before I can say that Vivint has resolved of my complaint, I'm going to wait on Carrie's response to confirm that they will replace my old panel with an updated one and 2 camera's for my other property as we discussed earlier. Also, fixing my existing issues with my door locks.
Sincerely,
[redacted]

January 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 31, 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 to having equipment complications with her security system that have not been resolved by Vivint. Ms. [redacted] desires cancellation of the account without penalty. 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 July 24, 2015.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months. She also represented that he 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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Vivint’s records show that Ms. [redacted] first notified Vivint of her equipment concerns with her camera on October 24, 2015. A representative from Vivint determined the camera needed to be replaced. A new camera was sent out to Ms. [redacted] home on October 28, 2015. On November 5, 2015, Ms. [redacted] called into Vivint and added the new camera into the system. Records indicate this resolved Ms. [redacted] concern with her camera. On December 22, 2015, Ms. [redacted] contact Vivint to report an issue with her glassbreak sensor. Records indicate a service appointment was scheduled for January 9, 2016. During the service appointment, the Vivint field service professional replaced Ms. [redacted] glassbreak and noted this resolve the issue. Cancellation 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]. Alternatively, should Ms. [redacted] wish to continue services, Vivint will apply a credit to her billing account in the amount of $[redacted], which will cover three (3) months of monitoring fees. 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]