Vivint Smart Home Security

October 31, 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 18, 2016                                                   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] explains that he is being billed $85.00 per month which he did not agree to. He further explains that he did not give Vivint permission to take automatic payments from his account.   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 August 18, 2016.   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 $80.99 plus any applicable taxes 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.     Due to the information mentioned, a lower payment is not warranted. However, Vivint has agreed to change their payment method to direct invoice instead of automatic payment.   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, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 29, 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 the installation of her equipment was never completed, and that Vivint has not been able to get her a timely appointment for the completion of her installation.   Ms. [redacted] desires cancellation of her agreement and removal of Vivint’s equipment. Vivint’s records show that a representative has recently contacted Ms. [redacted] in an effort to resolve her concerns.  A Vivint Field Service Professional is scheduled to be dispatched to Ms. [redacted]’s home today, April 22, 2015.  Vivint has credited Ms. [redacted]’s billing account for one month of service. 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.  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: [redacted], attention Department 160 – Legal. 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.
Thank you for getting this moving!!
Sincerely,
[redacted]

May 2, 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 23, 2008            Date of Addendum: February 8, 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 does not recall extending the term of her agreement over the phone with Vivint and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that on June 23, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on February 8, 2017.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-eight (48) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-eight months from today. Your monthly monitoring fee will be lowered to $24.99. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. 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 $1,124.55; however, because of the misunderstanding, I would be willing to lower Ms. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $506.05.  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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]

Complaint: [redacted]
I am rejecting this response because Vivint did not use reasonable care and skill when they carried out their work. While Vivint's contract notes “Alarm systems and monitoring service may not always operate properly for various reasons," The Consumer Rights Act 2015 says that services must be provided with reasonable care and skill.  The price reduction Vivint have offered is inadequate given the continuous problems I have experienced in the six out of seven months I have been a client - therefore at a minimum, six months of service should be credited to my account.  While it took Vivint one day to arrange for a technician when I signed up for service, each time I've needed service for repair, they are only able to provide an appointment about a full month away.  I'm legally entitled to have the work done within a reasonable time and when I contact similar service providers to get an idea of how long it should take, they agree that Vivint has been unreasonable.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Revdex.com:
Iwhat is the resolution? 
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 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, 2013           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 was misled by Vivint regarding the terms of his agreement, and that he has experienced equipment complications with his security system that have not been resolved. Mr. [redacted] is now in collections, and desires cancellation of his agreement without penalty.Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he 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 $60.99 each month, plus applicable taxes, during that term. Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after April 2017.  As such, the account was cancelled for non-payment on September 28, 2017, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that while the resolution and the amount of issues and time spent having a defective system, having alarms not going off properly, having it repaired several times, being charged monitoring fees when they system was not working, being charged for equipment that was replacing defective equipment, being unable to resolve this with the business themselves and being harassed by them, having to dispute this with my credit card company and now with the Revdex.com, has made this resolution not satisfactory to me after compromising my family and my property.   But I will take the credit the business is offering me, if the check does indeed arrive, and let it go.  This is not the way business should be done.  Integrity should be part of the service and should be willingly provided.
Sincerely,
[redacted]

February 15, 2018       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: July 7, 2011                                                               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] explains that he had requested cancellation in July 2017; however, his account was cancelled this month. Mr. [redacted] requests a refund of the funds paid since July 2017.   Vivint’s records indicate that a refund of $389.60 was sent on February 9, 2018. Mr. [redacted] should expect to receive this refund within 7-10 business days from that date.   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 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 2010           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she rejected the resolution because the holes in her walls have not been fixed. Ms. [redacted] desires Vivint to repair the holes in her walls. A representative from Vivint has recently attempted to contact Ms. [redacted] over phone on July 28, 2016 and over email the same day to resolve Ms. [redacted]’s concerns, but was unable to reach her. Vivint is still willing to schedule a Vivint technician to go and fix the holes in Ms. [redacted]’s walls. If Ms. [redacted] would like to schedule a time for a technician to repaire the holes in her walls or if she has any questions she can contact the Vivint representative who reached out to her 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  John M[redacted] Vivint Account #: [redacted] Date of Agreement:  July 23, 2013 To Whom It May Concern: I have reviewed the...

information provided by Mr. M[redacted] and appreciate the opportunity to respond. In his complaint, Mr. M[redacted] alleges that he received a false alarm fee for $250. Mr. M[redacted] desires a refund for this false alarm fee. Vivint’s records indicate that a case with Vivint’s Alarm Events team has been created for Mr. M[redacted]. Vivint’s Alalrm Events department will require a copy of the false alarm fee invoice in order to proceed with review. I would advise Mr. M[redacted] to send this documentation to the addresses provided below. 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]

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]

?Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Daniel O[redacted] Vivint Account #: [redacted] Date of Agreement:  May 5, 2015 To Whom It May Concern: I have reviewed the information provided by Mr....

Daniel O[redacted] and appreciate the opportunity to respond. In his complaint, Mr. O[redacted] alleges that the installation of his system is incomplete.  He desires to have his system repaired in a timely manner.Vivint’s records show Mr. O[redacted] has notified Vivint of this concern, and a Vivint Field Service Professional is scheduled for June 22, 2015, to install the remaining equipment in the system. If Mr. O[redacted] would like to further discuss his previous cancellation request, he can contact our Customer Loyalty Department at [redacted] or speak with the representative with whom he has been working. Should 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]

October 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: April 25, 2017          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  I have credited Ms. [redacted]’s account for a free month of service.  Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge. Should Ms. [redacted] wish to accept Vivint’s offer of a free service visit, she may call Customer Care at 1-800-216-5232 to schedule an appointment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 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

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]