Vivint Smart Home Security

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 2007           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 Vivint has been charging her for services not received since April of 2015. Ms. [redacted] desires a refund for all charges since April of 2015. Vivint’s records indicate that Ms. [redacted] called into Vivint on April 22, 2015 to request a system upgrade. Ms. [redacted] agreed to a System Purchase and Services Agreement (“Agreement”) renewal in order for Vivint to facilitate her upgrade. Vivint sent a technician to Ms. [redacted] home on April 23, 2015. Vivint’s technician called Ms. [redacted] prior to his arrival and waited at her home for forty (40) minuets while making further attempts to reach Ms. [redacted] by phone, but she could not be reached. Vivint did not receive any further communication from Ms. [redacted] about scheduling another appointment to have her system upgraded until August 10, 2016. It is a customer’s responsibility to inform Vivint if a reschedule is needed. Since Vivint has continued to provide service to Ms. [redacted] current alarm system a refund for months paid since April of 2015 is not warranted. However, Vivint is still willing to install her system upgrade. I would advise Ms. [redacted] to contact Vivint at ###-###-#### to schedule an appointment to have the upgrade completed. 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

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 6, 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 requested cancellation of his Vivint service, but that Vivint continued to charge him for service past the end date of his Agreement.  Mr. [redacted] desires a refund of the past three (3) monthly payments, as these months were outside the initial term of his Agreement.  Vivint’s records indicate that a refund in the amount of $[redacted] was processed to be sent back to the checking account on file on November 4, 2015.  I have processed an additional refund in the amount of $[redacted] to be sent back to the checking account on file, and this will complete the three (3) month refund requested by Mr. [redacted].  Mr. [redacted]’s account is cancelled, and he 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.
Sincerely,
[redacted]

October 13, 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: May 26, 2015                                                   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 his account was supposed to be under a deferment; his account was charged and this was refunded to him by Vivint. Mr. [redacted] desires cancellation of his account.   At this time, cancellation without penalty is not warranted.   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 May 26, 2015.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $79.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     If Mr. [redacted] still wishes to cancel his agreement prematurely, his payoff amount would be $3,679.54; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 25%, bringing the total payoff amount to $2,759.65. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact [email protected].   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 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: November 20, 2012           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. 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

March 22, 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 20, 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] 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.A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1651.72; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $743.27.  Alternately, Ms. [redacted] is granted a credit to her Vivint billing account in the amount of $117.98.Vivint’s records indicate that Ms. [redacted] signed a Vivint Purchase and Service Agreement. In this agreement, it states that Ms. [redacted]’s initial term of contract is sixty (60) months. Ms. [redacted]’s signature represented that she understood and agreed to the initial term of sixty (60) months. Vivint relied on Ms. [redacted]’s representation to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time; however, if Ms. [redacted] wishes to take advantage of either of the offers explained above, she may contact a Vivint 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: January 31, 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] states that she has had numerous issues with her alarm panel and that she tried to have her System Purchase and Services Agreement (“Agreement”) taken over by her sister but Vivint could not facilitate her sisters installation soon enough and the Agreement was never taken over. Ms. [redacted] desires cancellation without penalty and a refund of all monies paid to Vivint. Vivint agrees to cancel Ms. [redacted] Agreement without penalty. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Ms. [redacted] gave Vivint permission to transfer her Agreement to her sister on June 1, 2016. Vivint did not receive communication from Ms. [redacted]’s sister. Previously, on August 18, 2015 Ms. [redacted]’s sister decided against taking over the Agreement and it remained Ms. [redacted]’s responsibility. Since Vivint has been providing monitoring service to the alarm system a refund of monies paid to Vivint is not warranted. Nevertheless, Vivint agrees to the above resolution. 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

May 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 18, 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 is the homeowner and that her tenants had Vivint’s system installed without her approval. Ms. [redacted] explains that there are holes in the walls and wants them fixed by Vivint.Vivint does need to state that Ms. [redacted] is not a Vivint customer. Vivint’s records also show that the contract signer stated on a recoded line that they were the homeowner, Vivint would not have installed the system otherwise. Vivint advises Ms. [redacted] to make contact with the tenants that had the system installed and seek a resolution from them.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 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: NA           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 issue is being resolves to Ms. [redacted]’s satisfaction. A check for $150 is being sent to Ms. [redacted] for damage done to her old system. Ms. [redacted] may contact Vivint’s representative directly if he has any 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]Chief Compliance Officer

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]

January 23, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 21, 2017         To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that the matter is currently being resolved to Mr. [redacted]’s satisfaction. If he has any further questions or concerns, he 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

March 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 2,...

2013           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 and Mr. [redacted] have agreed upon a resolution in this matter.  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]

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 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 2012         To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. A legal Vivint representative 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]’ satisfaction. 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

December 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, 2014           To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that neither she nor [redacted] signed the Agreement with Vivint. Ms. [redacted] desires the account be removed from collections, the account to be updated to remove Mr. [redacted], and the repair of her door lock. Vivint maintains its stance in regards to Ms. [redacted] account. Ms. [redacted] completed a recorded Pre-Installation survey where she agreed to the terms as they were written on the Agreement. Vivint has no record Ms. [redacted] ever informed Vivint about a concern with a door lock. If Ms. [redacted] would like to dispute the signatures on the Agreement she may send a copy of her driver’s license, passport, marriage license or any notarized document that has her signature to **@vivint.com for review under a special cancellation request regarding forgery.Until receipt of any documents, Vivint maintains that the charges are valid. Ms. [redacted] stopped making her monthly payments after October 2014.  As such, the account was cancelled for non-payment on February 28, 2015, 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: ###-###-####, 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

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 for getting this moving!!
Sincerely,
[redacted]

January 11, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 2014           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. He may contact Vivint’s representative if he has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]

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]