Vivint Smart Home Security

September 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 15, 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 was misled by a Vivint representative regarding the term of her agreement. Ms. [redacted] further alleges that she has experienced equipment concerns with her thermostat. Ms. [redacted] desires the cancellation of the agreement without penalty.  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 July 15, 2015. During the recorded Pre-Installation Survey, Mr. [redacted] 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 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.    Vivint’s records indicate Ms. [redacted] first contacted Vivint and requested cancellation on August 17, 2015. Ms. [redacted] was informed she was outside of her three (3) day Right of Rescission period, as stipulated in Section 5 of her Purchase and Services Agreement. Ms. [redacted] alleged she contacted her sales representative in order to cancel the agreement within her Right of Rescission period. Vivint contacted Ms. [redacted]’s sales representative, and he offer a service visit and a credit. Vivint records indicate Ms. [redacted] accepted the offer. Vivint has also opened home damage case to assist Ms. [redacted] with utility bills and assist with a service visit by an HVAC technician. Vivint representatives have attempted to contact Ms. [redacted] to request documentation to review Ms. [redacted]’s claim, but has been unable to react Ms. [redacted]. Cancellation of Ms. [redacted]’s agreement 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]. 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]

November 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 5, 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 she has had billing complications that have not been resolved. Ms. [redacted] desires the cancellation of her account without penalty.Vivint’s records indicate that on August 5, 2014, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  As such, Ms. [redacted] agreed to pay her monthly service fee of $[redacted] each month. 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, because of the misunderstanding, I would be willing to lower Ms. [redacted]’ payoff amount by 40%, bringing the total payoff amount to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing her current past due amount of $[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]

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:This is the same thing we keep hearing. However, conversations have been left out. The "tenant" who was actually not a tenant but someone who was watching over the home had keys. We did not give the access code to said person. She had told us someone went out there and helped her. Whether or not they have record this obviously happened. I could ask her if she got the name however we have been dealing with this issue for a few months and I highly doubt she remembers. We should have been properly notified someone had been added instead of finding out ourselves. We also should have been notified about the money withdrawn from our account, which it had emptied. There is a reason we blocked payments, the company isn't giving us an answer, but instead giving us several reasons as to how this could happen. We are infuriated with the issue. So let me ask you this, if someone saw another person type in the code who was checking on the house then used it to enter and take anything in the home, who will reimburse us? They had access to the code, to the house, so that's fine they used our system? What kind if security system is that? Not reliable. I understand someone can make an account from the inside but that doesn't get rid of the fact that she only had a key and an unassigned technician helped. Where did this "phantom" technician come from?
Sincerely,
[redacted]

June 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 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 paid for a doorbell camera that he did not request causing overdraft fees. Ms. [redacted] request to be refunded for the doorbell camera and overdraft fees. Vivint’s records indicate that a refund in the amount of $248.51 is being sent back to the credit card on file. I apologize for any undue delay in this process. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

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]

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

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

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

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

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]

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]

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]

February 28, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: December...

27, 2017        To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has been waiting for a refund of monies he paid after returning equipment, but that Vivint has not processed his refund and it has been 6 weeks.  Mr. [redacted] desires a refund of what he paid for the equipment that was returned.  Vivint’s records indicate that Mr. [redacted] purchased his Vivint equipment from Best Buy, and then returned two sensors.  A refund in the amount of $108.94 was processed by Best Buy on February 3, 2018, and another refund of $108.94 was processed by Best Buy on February 22, 2018.  Both refunds were sent back to the credit card on file.  With these refunds Mr. [redacted] has been refunded for both sensors that were returned.  I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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.  Check for $49.99 was received on 6 November 2017.
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.
 Referring to my complaint: If they let me out of my contract, I am pleased and will consider this closed. Thank you!
Sincerely,
[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

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