Vivint Smart Home Security

August 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 4, 2012           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction.If 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

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

July 8, 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 13,...

2014           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] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction.  She has no further obligation to Vivint and may expect a refund of her last payment back in her checking account in 7-10 business days.  Ms. [redacted] may contact Vivint’s representative directly if she has any further questions or concerns in this matter.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 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #:[redacted] Date of Agreement: January 7, 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 his alarm system has not worked correctly, Mr. [redacted] desires 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 January 1, 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. Never the less Vivint will agree to cancel Mr. [redacted]’s Agreement without penalty provided Vivint can remove the security equipment. If Mr. [redacted] desires to take advantage of this offer I would advise him to call into Vivnt and schedule a time for the security system to be removed. Mr. [redacted] will receive a credit of one (1) month so he is not charged while he is waiting for his removal 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: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because: I am happy with the cancellation with no penalty however, we have asked for a copy of our agreement and have not received one. We proceeded with vivint because we thought it was a transfer or continuation of the services. We would like a refund since October 2015. This would equal a total of $449.91.  Thank you. 
Sincerely,    
[redacted]

September 24, 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 11, 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 account in writing in July 2015, and that Vivint continued to bill him for service until September 14, 2015. Mr. [redacted] desires a refund of the monies he paid to Vivint for two (2) months after his cancellation request. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on June 11, 2012, in which he agreed to an initial term of forty-two (42) months.  The Agreement states that after the initial term the Agreement would continue month to month unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on July 15, 2015; however, his initial term ends on December 10, 2015.  All monthly charges until the end of the initial term are valid, and no refund of these payments is warranted.To assist Mr. [redacted], Vivint cancelled his account prematurely, on September 14, 2015.  Mr. [redacted] will not be held responsible for the remaining two (2) months of his legal Agreement. Mr. [redacted] has no further obligation to Vivint.  In an effort to further assist Mr. [redacted], a check in the amount of $[redacted] is being sent to the mailing address on file, to refund the last monthly payment made 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 of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Justin & Holly B[redacted] Vivint Account #: [redacted] Date of Agreement: May 01, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mr. and Mrs. B[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. B[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. B[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:  The account should have been closed May 23, 2017 when they received my cancellation and settlement payment with no further obligation from that date. So no further obligation from May, 23, 2017 not no further obligation from July 12, 2017.
Sincerely,
[redacted]

December 9, 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, 2009             Date of Addendum: September 6, 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] explains that her equipment is not working properly. Ms. [redacted] requests cancellation of her account.   Vivint has agreed to immediately cancel Ms. [redacted]’s account.   Vivint spoke with Ms. [redacted] regarding her alarm service on September 6, 2014.  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-two (42) 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-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 mentioned, 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

April 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 27, 2015           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]

Revdex.com:
The matter was not resolved via the tech coming to my house.  The tech was late and I had to leave for work.   After another entire day of outtage, Sunday the 3rd, I called today on Monday and demanded a cancellation with no penalties to which the company agreed to allow early termination of contract with no penalty.  This matter is now resolved.  Thankyou. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response The company did not get paid because the service never worked and that is why they did not ever get paid. They also did not contact city hall in my town to complete proper transaction and because they were not being paid.they went to my local city hall and lied stating that I had a workijg alarm system when I did not. The city was initially holding me responsible for the $2000.00 fine but proof was shown and the fine was now forwarded to vivint bc they were suppose to aoply for the permit prior to doing the work. Again,the issue is the product did not work and they have complete logs on my complaints and they will not be paid and I will sew them for this contract and I will not give them a red cent for a system that never worked. Through all of the techs that came through this residence,they advised each time that the service did not work...It is funny bc the company gave me credits for about 6months and it still did not work and that is why they were not paid and will not get paid.. They are welcome to obtain the equipment that was never suppose to be placed in walls w/o consent from the city (via permit) Thank you for your time in this matter.
Sincerely,
[redacted]

May 7, 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: July 3, 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] alleges that he has had equipment complications with his security system, and that Vivint has been unable to schedule a service visit for him in a timely manner.  Mr. [redacted] desires cancellation of his agreement without penalty. Vivint’s records show that Mr. [redacted] first notified Vivint of his current concerns on April 24, 2015, and a service appointment has been scheduled for May 30, 2015.  A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns.  To assist Mr. [redacted], Vivint has applied a credit to his billing account to cover one month of service.Ms. [redacted] signed a Purchase and Services Agreement and Mr. [redacted] participated in a telephonic Pre-Installation Survey upon installation of their Vivint system, in which they represented that they understood and agreed to the initial term of sixty (60) months.  They also represented that they 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]

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

Complaint: [redacted]
I am rejecting this response because:Vivint has offered to replace their faulty equipment on September 21st. I'm still having the same issues, of the system no working. I'm not at all satisfied with this. There's no gaurntee this new system will even work. 
Sincerely,
[redacted]

November 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #:  Date of Agreement:            To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal Ms. [redacted] states that she should not have had to find the Vivint customer that was associated with her home address. Ms. [redacted] desires compensation from Vivint. Vivint apologizes for any frustration Ms. [redacted] may have experienced. However, Vivint is unable to provide account information on how the matter occurred since Ms. [redacted] is not affiliated with the System Purchase and Services Agreement (“Agreement”). Vivint cannot offer Ms. [redacted] any compensation as she is not a Vivint customer. 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 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

June 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: July 9, 2015            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 will be resolved to Mr. [redacted]’s satisfaction once the system has been uninstalled on July 6, 2016. Should Mr. [redacted] have 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: ###-###-####, 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 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]

April 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 24,...

2013                         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 equipment complications with her security system and has had multiple technician visits.  Ms. [redacted] further states that she now has a different alarm system installed.  She desires a history of how many times technicians have come to her home, and she desires cancellation of her Agreement without penalty. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on October 10, 2013 to replace the door lock, and on May 16, 2015 and June 25, 2015 to replace sensor batteries and reconfigure cameras.  On March 10, 2016 a technician was dispatched to the home, but Ms. [redacted] had another system installed and just requested a list of what was not working.  Ms. [redacted] signed an Agreement with Vivint on August 24, 2013, representing that she agreed to an initial term of forty-two (42) months and a monthly fee of $[redacted] during that term. Cancellation of the Agreement without penalty is not warranted at this time; however, to assist Ms. [redacted] Vivint will waive the remaining ten (10) months of her Agreement and will cancel the account, effective immediately.  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]