Vivint Smart Home Security

October 12, 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 3, 2016           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 is having issues with his doorbell camera and is unhappy about the $49.00 charge to have a technician go to his home to fix or replace it. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint will be able to get a technician go out to Mr. [redacted]’s home and fix or replace the doorbell camera free of charge. Vivint can also put a credit on Mr. [redacted]’s for one month to cover the doorbell cameras down time. If Mr. [redacted] would like to move forward with this resolution or if he has any questions he can 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

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 20, 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 Mrs. [redacted] in an effort to resolve her 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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: May 23, 2011                                                                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 she was unaware of the 30-day written cancellation policy upon attempting to cancel on August 27, 2016. Ms. [redacted] is requesting a refund of $126.00.    Out of goodwill, Vivint has agreed to refund Ms. [redacted] the payment that was withdrawn in October. Ms. [redacted] will receive this refund within 7-10 business days.   Vivint’s records indicate that Ms. [redacted]’s notice of cancellation was not received until September 23, 2016. Therefore, Vivint cancelled her account on October 23, 2016, 30 days after receiving the notice. This 30-day policy can be found in section 2.1 of Ms. [redacted]’s agreement document.   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 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Betty T[redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 2014          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 was misled by a Vivint representative regarding the terms of her contract, and now is unable to cancel her Agreement.  Ms. T[redacted] further alleges that she has had complications with her equipment that have not been resolved.  Ms. T[redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment, Ms. T[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. T[redacted] completed the required Pre-Installation Survey on June 17, 2014. During the recorded Pre-Installation Survey, Ms. T[redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. T[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. T[redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Cancellation of Ms. T[redacted]’s agreement without penalty is not warranted at this time. Vivint’s records indicate that Ms. T[redacted] notified Vivint of her equipment concerns.  The problem was caused by sensors from a previous alarm system not connecting with Vivint’s system.  When this issue was unable to be resolved by troubleshooting and a service visit, Vivint scheduled an appointment with Ms. T[redacted] to replace the existing sensors with new wireless sensors, at no cost to Ms. T[redacted].  Ms. T[redacted] declined this service.A representative from Vivint has recently attempted to contact Ms. T[redacted], in an effort to resolve these concerns.  Vivint remains willing to replace Ms. T[redacted]’s existing sensors at no cost, and this would resolve the issues with her system.  Alternately, should Ms. T[redacted] wish to cancel her Agreement prematurely, her payoff amount would be $[redacted].  In an effort to assist Ms. T[redacted], Vivint is willing to reduce her payoff amount by 40%, bringing the total payoff amount to $[redacted].  If Ms. T[redacted] wishes to take advantage of either equipment replacement or the reduced payoff, I would advise her to contact Vivint’s Customer Loyalty department at [redacted], or she may directly contact the representative who has attempted to reach her via email or phone.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]

August 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 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. Mr. [redacted] 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]Chief Compliance Officer

December 28, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: October 9, 2015                                                               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 technical issues with her system as well as issues with the service. Ms. [redacted] requests a refund and cancellation of her account.   At this time, Vivint is willing to cancel her account; as such, she has no further obligation to Vivint. A representative has contacted Ms. [redacted] via email with an explanation of the charges 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

January 16, 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 6, 2017           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 had some issues with the billing service. As such, Ms. [redacted]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 this matter is being resolved to Ms. [redacted]’s satisfaction. A credit of $153.28 has been placed on Ms. [redacted]’s account. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 21, 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: July 10, 2013                                                                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 technical issues with her system. She further explains that she attempted to cancel her account in June of 2016; however, her account remains active. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account and waive the past-due balance.   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 10, 2013.   During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $44.99 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.     Vivint received Ms. [redacted]’s notice of cancellation on June 29, 2016. Following this notice, Ms. [redacted] was informed that her contract did not expire until 7/10/2018. She was then given her options of either having someone take over her account or paying a buyout for the remaining months left in her agreement. Vivint did not advise Ms. [redacted] that her account would be cancelled.   Despite the information mentioned and out of goodwill, 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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

I have read and reviewed the response from Vivint!! I agree with the resolution!! I sent a email to the Company's Legal representative. Thanks to Revdex.com and Vivint for contacting me.
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]

August 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 13, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 21, 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 28, 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 the tech who installed her security system left mark on her walls and a couch. Ms. [redacted] desires for Vivint to cover the cost of cleaning her couch and repainting her wall.  A representative from Vivint recently attempted to contact Ms. [redacted] in an effort to resolve her concerns.Vivint’s records indicate their Home Damage department was previously working with Ms. [redacted] towards a resolution regarding this matter. Ms. [redacted] has been offered a partial refund of the cost to repaint the wall. Additionally, Vivint is willing to cover the cleaning of the couch, but Vivint have not received an estimate of the cost to do so from Ms. [redacted]. The Home Damage representative needs to speak with Ms. [redacted] or her husband in order finalize this offer and approve 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

December 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: May 20, 2016           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 explained that he was pressed by the sales representative to sign up for the system and that he has had some issues with the service. As such, Mr. [redacted] requests cancelation of his account and a refund of all monies paid to Vivint.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint is willing to cancel Mr. [redacted]’s account and refund the activation and install fees if Mr. [redacted] is willing to have a Vivint technician come to his home to remove the equipment. Upon the removal of the equipment Mr. [redacted]’s account will be canceled and a refund issued. If Mr. [redacted] would like to move forward with this resolution or if he has any questions or concerns 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

October 11, 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: February 16, 2012             Date of Addendum: May 23, 2014                                         To Whom It May Concern:                              I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he 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.   At this time, Vivint has agreed to cancel Mr. [redacted]’s account at no penalty.   Vivint’s records show that on February 16, 2012, Mr. [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 May 23, 2014.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) 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 information above, 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

I accept they are refunding me my payment back into my account.. not or happy they did that and it caused me to default with other bills and cost me more money than what was taken out. I had a fee for late payment on 3 bills that cost over $150 extra along with overdraft fees.  Now on not only do I have to pay vivint when I get final bill I now am spending more money because they pulled without permission..  Cant they hey agree to a settlement cost or something 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

January 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: December 3, 2016           To Whom It May Concern: I have reviewed the new response by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response he rejects the resolution because the information in inaccurate explaining that his account is not cancelled and that the equipment will not be removed.A representative from Vivint has previously attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records now indicate that Mr. [redacted]’s account with Vivint is still active under a new account number. Vivint’s records further show that Mr. [redacted]’s issues have been resolved. If Mr. [redacted] has any questions or concerns he may contact the representative that contacted him previously.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 10, 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: May 7, 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] explains that his account was sent to collections. Mr. [redacted] requests that Vivint waive a fee and give a discount.   Vivint’s records indicate that Mr. [redacted] has been quoted the correct payoff amount of $416.73. The family assistance offer expired on December 30, 2017. If Mr. [redacted] would like to make this payment, he may contact Vivint at 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

November 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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 has filed a complaint previously and continues to have equipment complications, despite troubleshooting and service visits.  Ms. [redacted] desires cancellation of her Agreement without penalty, and removal of Vivint’s equipment from her home.A representative from Vivint has recently contacted Ms. [redacted] via email, in an effort to resolve these concerns.  Vivint confirms that Ms. [redacted] has accepted service visits to address her equipment complications, and Vivint is willing to release her from her Agreement, if she will allow Vivint to retrieve its equipment from her home.  Ms. [redacted] may contact Vivint’s representative directly to schedule an appointment for this removal.  Following the removal, Vivint will cancel the Agreement without penalty and waive the past due balance of $[redacted].If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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 should they follow through and complete their promises made. Should they screw up the billing and not follow through with what they promised, I would like to have this case re-opened and re-arbitrated for failure to comply with their agreement. Their current agreement is that they will refund the Installation fee and provide me with one month free of services.
Sincerely,
[redacted]

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: July 31, 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] states that after his master panel was relocated to facilitate the connectivity of his security cameras a hole was left in his wall. Mr. [redacted] desires repair of the damage on his wall. Mr. [redacted] is a customer of Vivint Louisiana, LLC, and not Vivint, Inc.  Vivint Louisiana’s records indicate that a technician was able to patch the hole in Mr. [redacted]’s wall. However, Mr. [redacted] also has some pin sized holes in the same area, and Vivint Louisiana is willing to patch those. Vivint Louisiana has also added a $30 credit to Mr. [redacted]’s account to cover the cost of any paint that may be needed after the patching of the holes. A representative will reach out to Mr. [redacted] to schedule an appointment to have Mr. [redacted]’s holes patched. 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 20, 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, 2009 Date of Addendum: February 1, 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. It has been agreed that Vivint will immediately cancel the account and waive any past due balances. 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