Vivint Smart Home Security

March 13, 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: June 8, 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 has been resolved to Mr. [redacted] satisfaction. Mr. [redacted]’s account belonging to his previous address has been canceled. A Vivint technician has installed a Vivint system at his new address free of charge.     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]

February 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 30, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that because she did not complete the Pre-Installation survey, that it makes the survey invalid. Ms. [redacted] desires a credit three months for the wait time of installing her system at her new home. Vivint maintains its stance in regards to Ms. [redacted]’s account. Ms. [redacted] and Mr. [redacted] signed the System Purchase and Services Agreement (“Agreement”). As such, Mr. [redacted] was allowed to participate in the Pre-Installation survey. Vivint has included a copy of the agreement with the response. By signing the Agreement, Ms. [redacted] agreed to pay the service fee when requesting a service appointment with a Vivint service technician (Section 5). Vivint provides its customers an option to move the system to their new home. The policy states a customer may move the system for a onetime fee of $99.00. This option keeps the customer’s Agreement with Vivint the same but transfers the account to a new location. As stated in Vivint’s previous response, Ms. [redacted]’s account has already been credited a total of $[redacted]. This total equals three months of Ms. [redacted]’s monthly monitoring fee. 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 40% off the payoff amount, bringing it to $[redacted]. Should Ms. [redacted] wish to accept this offer, I would advise her to contact Vivint at [redacted]@vivint.com.  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 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: November 18, 2012           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint, he explains that he feels that he was not fully protected for the last five years and that his account has not yet been canceled. As such, Mr. [redacted] requests a refund of all monies paid to Vivint and his account to be canceled.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement with Vivint on November 18, 2012. Mr. [redacted] agreed to an original agreement term of forty-two months and to pay Vivint a monthly fee of $49.99 plus any taxes each month of that term. Vivint has monitored the equipment installed in Mr. [redacted]’s home from November 18, 2012, to the present. Mr. [redacted] also was able to add extra sensors to his home at any time. Due to these facts, a refund of all monies paid to Vivint is not warranted. However, in an effort to assist Mr. [redacted] his account has been canceled as of March 6, 2017. Mr. [redacted] no longer has any obligations to Vivint. If Mr. [redacted] has any questions or concerns he may contact the Vivint representative who reached out to him.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 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 18, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mr. and 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 is in the process of being resolved to the [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: October 15, 2012           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 been in contact with Ms. [redacted]’s husband in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. and Ms. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 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: June 24, 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 misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement.  Ms. [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that on June 24, 2017 Ms. [redacted] called into Vivint to learn more information about Vivint security systems. A segment of their conversation is stated below:Jared V[redacted]): If you move you leave all your equipment in this home and we install all new equipment in your new home for freeMs. [redacted]: What if I move out of state or somewhere you don’t cover, is there a penalty for canceling?Jared V[redacted]): If you ever move to a place where we don’t service or where you can’t have service it cancels the agreement with no cost at all. It specifically says that in our agreement. Ms. [redacted]: I don’t plan on moving but if something happens and I do have to move and sell my house I don’t want that added cost…When I do move from this home my mom will most likely rent it from me so she’ll keep the system.   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 June 24, 2016.Cancellation of Ms. [redacted]’s agreement 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 25, 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 being resolved to Mr. [redacted]’s satisfaction.  An appointment has been scheduled for removal of equipment from his home on July 5, 2016, and following that appointment he will have no further obligation to Vivint.  A refund of his payments has been sent back to his checking account and he may expect that in 7-10 business days.  Mr. [redacted] may contact Vivint’s representative with any further questions or concerns he may have.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

February 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: August 3,...

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 is being resolved to Ms. [redacted]’s satisfaction.  If Ms. [redacted] has any further questions or concerns, she may contact Vivint’s representative.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Per my last communication with Revdex.com, I made a settlement offer to Vivint to save us both the time and frustration for arbitration, which they accepted.They have released me from my contract and provided me satisfactory documentation, which I signed and returned, asking them to invoice me for the settlement amount and release me from my contractual obligation to pay.Thank you for your support in this matter, I appreciated working with the Revdex.com and consider your assistance a key factor in allowing me to resolve this dispute quickly and fairly.
Sincerely,
Dane D[redacted]

January 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A 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] states that she has experienced technical system. Additionally, she states that she has been billed incorrectly on her account. Ms. [redacted] requests a refund of payments and cancellation with no penalty.Unfortunately, we have been unable to find the Vivint account in question with the information given by Ms. [redacted]. The address and phone number provided by Ms. [redacted] are associated with two separate accounts. A Vivint representative has attempted to contact Ms. [redacted] to obtain additional information. Vivint requests that Ms. [redacted] contact this representative to ensure that her concerns are addressed correctly.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.
Sincerely,
[redacted]

July 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, 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 misled by Vivint regarding the terms of her cancellation Right of Rescission, and that she attempted to cancel shortly after installation. Ms. [redacted] is now in collections, and desires cancellation of her agreement 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 5, 2016. 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 she would pay a monthly monitoring fee of $49.99 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 his commitments to Vivint as outlined in the Agreement.Vivint’s records further show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system. Section 4 of this Agreement states: YOU MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTION. SEE THE NOTICE OF CANCELLATION FORM DELIVERED SEPARATELY AT THE TIME OF THE TRANSACTION OR INSTALLATION FOR AN EXPLANATION OF THIS RIGHT.Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after July 2016.  As such, the account was cancelled for non-payment on November 30, 2016, and was sold to an outside collections agency.  Ms. [redacted] must settle the balance of her account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 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

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]

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]

November 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: October 19, 2012         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 residences and should not be held liable for a system he is not using. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that on October 19, 2012 Mr. [redacted] entered into an agreement with Vivint by signing a System Purchase and Services Agreement. In this Agreement Mr. [redacted] agreed to pay $[redacted] plus any applicable taxes for forty two (42) months. Moving away from or not using the service does not warrant cancellation. In an effort to assist, Vivint will waive the $99 move fee of his system or Mr. [redacted] can either transfer his contract to another individual or pay off the remaining contract term. The total amount to cancel his account is $[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]

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]

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. But I still believe that I should not have to pay for this month since it didn't function for almost 2 weeks. I should be given a break.
Sincerely,
[redacted]

March 13, 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 19, 2015           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has experienced issues with her cameras. As such, Ms. [redacted] requests that her account be cancelled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] entered into an agreement with Vivint on October 19, 2015. Ms. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly service fee is $59.99 plus any taxes each month of that term. Vivint records further indicate that Vivint has not had an opportunity to try and fix the issues with Ms. [redacted]’s cameras. Because of these facts cancelation of Ms. [redacted]’s account without penalty is not warranted. However, in an effort to assist Ms. [redacted] Vivint can schedule an appointment for a technician to fix any issues with Ms. [redacted]’s cameras. Or if Ms. [redacted] really would like to cancel her contract early Vivint can discount her contractual buyout fee. If Ms. [redacted] would like to move forward with one of these resolutions she may contact the representative who reached out to her.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 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: July 24, 2009            Date of Addendum:...

January 6, 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 she 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.A Vivint representative recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records show that on July 24, 2009, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  As such, the initial term of the agreement would have lapsed in October, 2012 after witch service was provided on a month to month basis.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on January 6, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that she was interested in extending the term of her agreement if Vivint would keep his monthly payment at $39.99 and give him three (3) free months of service. Based upon this representation, Vivint offered a thirty-nine (39) month extension to which Mr. [redacted] agreed. Mr. [redacted]’s new agreement now lapses in April 2018. Indeed, Vivint read the following statement, after which Ms. Snyder 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 these facts, Vivint has cancelled Mr. [redacted]’s account as of February 15, 2017, without any additional payment. If Mr. [redacted] has any questions or concerns he may contact Vivint’s representative who reached out to him.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