Vivint Smart Home Security

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]

January 24, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]             Vivint Account #: [redacted]              Date of Agreement: September 5, 2016                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Despite that Mr. [redacted] has not fully paid for his equipment and although not warranted, Vivint will cancel his account without penalty.   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:
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]
 The technician that removed the equipment took pictures of the damage and as of this date I have not had ANY request from Home Damage Department or Any Department requesting a copy of the fire report.  I offered to submit, I believe, to each person I spoke to regarding this matter and no one confirmed that they wanted it. Thank you for your understanding and allowing this to be resolved in the favor of cancellation.

April 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 13 2016           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] concerning [redacted]’s account with Vivint 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. His Vivint system has been cancelled effective immediately. Mr. [redacted] has no further contractual 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

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]

September 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  October 17, 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 had an alarm event while he was away from home, and that Vivint could not inform him of what happened at his home.  Mr. [redacted] desires cancellation of his agreement without penalty.  Vivint’s records indicate that proper monitoring procedures were followed at the time of the alarm event in question.  Vivint called the primary contact phone numbers provided by Mr. [redacted], and then dispatched police to the home.  Vivint’s monitoring is a central station, and does not have access to police reports after dispatching unless police call back to Vivint with an update.  Furthermore, Mr. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he 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: ###-###-#### attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]

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]

January 24, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: August 26,...

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 is being resolved with Mr. [redacted], and Vivint’s representative will continue to follow up with him.  A service visit is scheduled to address the camera situation at Mr. [redacted]’s home, and if these issues cannot be resolved he will be able to cancel his Agreement.   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:
I see that we are not coming to any agreements on this issue can you please tell me the next step I need to take do I need to get an attorney involved or is this something that the Revdex.com organization can help with further.
Sincerely,
[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

November 18, 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: March 24, 2010             Date of Addendum: April 7, 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 is dissatisfied with the backup battery life of Vivint’s panel. Mr. [redacted] is requesting cancellation of his account.   Vivint has agreed to cancel Mr. [redacted]’s account.   Vivint’s records show that on March 24, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on April 7, 2016.  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 thirty-six (36) 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 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 information mentioned, 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 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 she is still receiving collection calls. Ms. [redacted] desires a written statement from Vivint stating the account is cancelled and the balance is zero.  After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  However there is still an outstanding balance on Ms. [redacted]’ account. In July 2015, Vivint refunded Ms. [redacted] through applying credits to Ms. [redacted]’ account and refunding the credit to Ms. [redacted]’s banking account. A few days later, Vivint records indicate the charge was disputed through Ms. [redacted]’ bank account. This caused Vivint to refund Ms. [redacted] twice. Ms. [redacted] currently owes Vivint a balance of $[redacted]. She may settle this balance with Vivint’s billing department ###-###-####.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:
Dear Revdex.com I would like to reopen a case that was supposed to be resolved through your company. In june I  emailed you about a problem with vivint alarm and monitoring company and after much trouble and a lot of investigation the results were we agreed to accept a full refund of two months payment and they would close the account immediately. Not questions asked we agreed to the terms we was refunded and no payment was taken out in July, so when checking my bank statement today they have taken out 79.99 . This company is the biggest scam artist ever,they say we never canceled the service which is a flat out lie . Three family members have tried to cancel it for five or better years and it always seems to get taken from the bank account, so after several attempts we went to the bank and stopped payment of 49.99 so for one month they got nothing and we thought it was resolved, but the next month they was smart and took 2 payments which was around the first of June ,we where extremely mad and contacted your company and it was determined that the company vivint would close the account immediately after the refund, they refunded the money waited to months and charged for 2 months.  This is not right there are over 1500 bad reviews online about this company ranging from longer contract than agreed to taking money after account is closed. I  asked for a full refund and they  told me that I  was lucky to be refunded the first time. At this point I'm keeping all emails from them and you along with taking notes also I will start recording my calls because I have a feeling I will have to take it to court  .THIS Company  Should Be Shut Down
Sincerely,
[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]

December 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:  August 11, 2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her response, Ms. [redacted] states that she did not sign up for Vivint service and does not possess any Vivint equipment. Ms. [redacted] requests that any contract under her name be cancelled with no penalty.  Vivint maintains its position as previously stated. Vivint’s records indicate that an Agreement was signed between Vivint and a Ms. Brittany [redacted] on August 11, 2015. This Agreement contains a signature which is purported to belong to Ms. [redacted]. Vivint requests that Ms. [redacted] provide a copy of her Driver’s License to verify that she did not in fact sign the Agreement in question.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

November 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 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 his mother’s account should have been cancelled, but has been sent to a collections agency. Mr. [redacted] desires the account be cancelled, and removed from collections. 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-two (42) months. She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Ms. [redacted] stopped making her monthly payments after September 2014.  As such, the account was cancelled for non-payment on February 2015, and was sold to an outside collections agency.  Ms. [redacted]’s daughter contacted Vivint on March 23, 2015, with a question about the billing on the account. Vivint was unable to verify Ms. [redacted]’s daughter, so Vivint was unable to disclose any information about the account. Vivint does provide an early cancellation option to its customers if the customer has been moved into an assisted living facility, but Vivint received no such request for Ms. [redacted]’s account. As such the charges were billed to Ms. [redacted]’s account correctly, but Vivint would like to assist Ms. [redacted]. Vivint has agreed to remove Ms. [redacted]’s account from collections, and cancel the account. 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]

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.
Thank you very much for your help!
Sincerely,
[redacted]

April 22, 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 9, 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 has not been satisfied with Vivint’s customer service and that she requested cancellation of her account but was overcharged on her last monthly payment.  Ms. [redacted] desires a refund of $24.25.  Vivint would like to thank Ms. [redacted] for her feedback and for choosing Vivint to protect her home thus far.  A refund in the amount of $[redacted] is being sent back to the checking account on file, to refund Ms. [redacted] as she requests.  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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 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: November 7, 2015           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 was told that when he moves Vivint will cancel his account. Mr. [redacted] explains that he has moved. As such, Mr. [redacted] requests that his account be cancelled without penalty.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint does not have any record of any Vivint representative telling Mr. [redacted] that Vivint will cancel his account if he moves. Vivint’s records do indicate that Mr. [redacted] entered into an agreement with Vivint on November 7, 2015. Mr. [redacted] agrees to an original agreement term of thirty-six (36) months and to pay Vivint a monthly fee of $49.99 each month of that term. Therefore we are still within the agreement term.Due to these facts, cancelation of Mr. [redacted]’s account without penalty is not warranted. If Mr. [redacted] would like to end his agreement early he may contact Vivint’s Customer Loyalty Department and they can provide him with Mr. [redacted]’s within term cancelation options. If [redacted] has any other questions he may contact the 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

June 9, 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 28, 2012 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] states that she did not fully read the contract and would not have agreed to the terms of the Agreement’s continuation and cancellation policy if she’d known they were there. She is requesting a refund of all monies taken after the end of the initial term.Vivint maintains its stance that a refund is not warranted at this time. Ms. [redacted]’ account has been cancelled and no further payments will be taken. In the contract that Ms. [redacted] signed on July 28, 2012, the section that outlines the Agreement’s continuation and written cancellation policy is located on the front page in bold, capitalized writing. It then notifies the consumer to not sign the agreement before it has been read in full. By signing the contract, Ms. [redacted] represented that she had read and understood the entire Agreement.  In addition to signing the contract, Ms. [redacted] completed the pre-install survey that Vivint requires of all its customers prior to entering into an agreement with them, which outlines the contract terms again. Vivint apologizes for any inconveniences this matter has caused Ms. [redacted], but maintains its initial stance. A refund is not necessitated 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