Vivint Smart Home Security

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]

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

October 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 2015          To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges that her sales representative forged her aunt onto her agreement with Vivint. Ms. [redacted] now desires the 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 May 7, 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 she would pay a monthly monitoring fee of $64.99 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 her commitments to Vivint as outlined in the Agreement.    Cancellation without penalty of Ms. [redacted]’s account 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]. Vivint has attached the copy of the Purchase and Services Agreement has on file for Ms. [redacted]’s account. This agreement, to Vivint’s knowledge, is signed by both Ms. [redacted] and her aunt. If Ms. [redacted] would like to dispute the agreement, Vivint would like to refer Ms. [redacted] to Vivint’s Special Cancellation department to review her account. Ms. [redacted] will need to provide a copy of her aunt’s signature on a legal document (driver’s license, passport, notarized document, etc.). 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]

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.
 Referring to my complaint: If they let me out of my contract, I am pleased and will consider this closed. Thank you!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 I appreciate the Revdex.com’s assistance in recording my issues and providing intervention within your agency’s jurisdiction regarding my complaint against Vivint.  Per our conversation please re-open the case/post my response to Vivint as follow: This company has a long published unimpressive history of improper, unauthorized, and deceptive sales and service practices, which include forcing fraudulent business practices, contracts/agreements on consumers, just to name a few. Vivint’s management base is unsatisfactory as well, because in many cases, they were insensitive to my claim and contradicted themselves countless of times. Based upon common law, Vivint has an implied duty to operate in good faith and fair dealings. The Types of Conduct Which Are Considered Bad Faith are as follows:§  Deceptive practices or deliberate misrepresentation to avoid paying claim.§  Deliberate misinterpretation of records or policy language to avoid coverage.§  Abusive and coercive tactics to settle claim.§  Failure to disclose policy limits and explain applicable policy provisions or exclusions.Note: Vivint has yet to provide me with the pre-existing company policy provision that states, “Vivint company cannot compensate a claimant directly for a claim”. Also, Vivint forwarded a Document/Agreement/release form that they executed on their own, involuntarily obligating me to accept fraudulent terms.Vivint is in violation of all the previous elements listed above, the Unfair Claims Practices Act, and the Utah Consumer Protection Act by not disclosing critical information to a consumer. Until Vivint changes its practices, or the appropriate agencies addresses these issues, it will continue to be plagued by complaints/lawsuits.  I re-emphasize that Vivint has failed to provide a pre-existing company policy that would support their position stating that they are obligated to resolved all claims ONLY in the manner that they have declared, meaning the compensation or settlement must be sent directly to the contractor or laborer of their choice. As a consumer, I have a legal right to this information. I would like to make arrangement for your agency’s arbitration representation to resolved this matter.Thanks[redacted]
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

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 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 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  Margaret T[redacted] Vivint Account #: [redacted] Date of Agreement:  August 24, 2010 To Whom It May Concern: I have reviewed the...

information provided by Ms. T[redacted] and appreciate the opportunity to respond. In her complaint, Ms. T[redacted] alleges that she has been trying to cancel her account for over a year. Ms. T[redacted] desires cancellation of her agreement without penalty, and the refund of monies paid to Vivint over the last year.  Vivint’s records indicate that Ms. T[redacted]’s son informed Vivint that his mother had moved into a nursing home on April 25, 2014. Ms. T[redacted]’s son did not have the proper information at the time in order to be given any account details. Vivint mailed out documentation in order to assist Ms. T[redacted]’s son further. On June 17, 2015, Ms. T[redacted]’s son called in and claimed to have cancelled the account in June 2014. Vivint has no record of this request. Ms. T[redacted]’s son was educated on Vivint’s cancellation policy and the documentation needed in order to assist him. On July 6, 2015, Ms. T[redacted]’s son called in to check on the paperwork he sent to Vivint. Vivint did receive the paperwork. Ms. T[redacted]’s son then requested that Vivint refund his mother’s payments for the last year. Ms. T[redacted]’s son was informed that Vivint would be able to do so if he could provide proof of his request. A representative from Vivint has recently attempted to contact Ms. T[redacted], in an effort to resolve these concerns. The refund of Ms. T[redacted]’s Vivint account for a year is not warranted at this time; however Vivint would like to assist Ms. T[redacted] further. Vivint can refund Ms. T[redacted]’s account if she can provide proof that she has resided in a nursing home for the past year. Ms. T[redacted] may email this documentation to: [redacted]@vivint.com, or fax it to: [redacted], for faster processing.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]

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

April 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 19, 2010           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 signed up for Vivint in 2010 and believes the account should be cancelled. However, Vivint continues to bill her for the service. Ms. [redacted] desires the cancellation of the account without penalty. A representative of Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to cancel Ms. [redacted] without penalty. Vivint’s records show that on July 19, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Mr. [redacted] regarding his alarm service on February 19, 2014. Mr. [redacted] represented that he was interested in extending the term of his agreement in exchange for a lower monthly rate.  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 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 the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if he 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: ###-###-####, 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 in hopes would like Fischer & Burns to remove the information as Vivint indicated that they would call them to be removed.  I will continue to check on my credit report and if I don't see it come off I will proceed to open another case.  I appreciate your help in this matter and hope that I will not have to file another case.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Despite the fact that I am in contact with a representative from Vivint's Permits Department, the incorrect Nassau County Fire Department ("NCFD") Permits forms was e-mailed to me.  The form that is on the County's  website is for businesses installing alarms/sprinkler etc. system.  This is not a form for home owners and instead of performing a "Due Diligence"  the representative from Vivint should have realized this was the incorrect form. I knew that as soon as I saw the form.  Instead, I had to guide this person to contact NCFD and the individual was instructed on what forms needed to be sent to home owners.  As of Friday, October 30th, Vivint  did not receive the forms from the NCFD; however, I contacted someone in the county's office and was informed that the forms were mailed out on October 29th which I  relayed to my contact at Vivint via e-mail. Before I got installed, I spoke to a representative and told him permits were a requirement for my State/County and he indicated that this process is taken care of from the company's end, and to my amazement on the day of installation the technician was unaware of this procedure. I've been sounding the alarm before then receiving different information from different representatives . I've felt that this company has had a very nonchalant attitude towards my plight.  Until I physically receive the form from Vivint which the representative has to fill out and mail to me, this has not been resolved to my satisfaction. Once I receive the form and mail the NCFD with my payment - only then will this be resolved to my satisfaction.  So, I'm hoping within 10-15 business day this matter will cleared up.  Maybe, the company should consider reducing my bill by $25 for all the aggravation I've endured since installation.
Sincerely,
[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]

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

Complaint: [redacted]
I am rejecting this response because:My main complaint was regarding how vivint technicians failed to repair the sustem which they installed- which my account was on autopay and in current standing orherwise you would not have dispatched a technician. Very interesting that you don’t mention how you failed to service the account but still expected for a payment to be made. The service is terrible and customer service is not help either. The agremeent is murual- vivint provides for a service which in return the customer pays for. Vivint failed to maintain their end so why should I keep paying for a service not provided. The current standingg of my account is unreated as you failed to service it and maintain is working order. I waited for different technicians in the span in 4 months and the last one that was suppose to fix all the issues never showed up. That is your problem not mine. Ridiculous that you expect customers to blindly pay for something that doesnt work. Cameras do not work. Door locks do no work. Space monkey does not work. Never sent the smoke detectors to get installed of which I was promised 2. Repeaters were garbage and made no difference. What part exactly did vivint comply in? Because nothing worked and my calls to vivint are in the system with notes statingthe terrible service I was having from the beggining. As to vivint stating to repaint my home- I asked for the wall to be repaired where the damage was done- I didnt ask for something out of the ordinary simply to leave my home the way it was when your horrible technicians arrived. 
Sincerely,
[redacted]

February 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, 2016           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint has waived any remaining balances and cancelled the account. Ms. [redacted] is under no further obligation to Vivint. If she has any further questions or concerns, 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

November 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: July 16, 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 attempted to cancel her account with Vivint within her 60 day trial period, but was informed the trial period was on 3 days. 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 16, 2015. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  He 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 has no record of an extended trial period being offered to Ms. [redacted]. Vivint’s records indicate Ms. [redacted]’s account has been cancelled due to non-payment on January 30, 2015 and sold to an outside collections agency. Cancellation of the account without penalty is not warranted at this time, but Vivint would like to assist Ms. [redacted]. Vivint has agreed to remove Ms. [redacted]’s from collections, and have the account remain closed. Ms. [redacted] no longer has an 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.  Check for $49.99 was received on 6 November 2017.
Sincerely,
[redacted]