Vivint Smart Home Security

December
7, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: June 26, 2015To 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 the representative is
currently taking steps in a direction to a 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]

September 22, 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 15, 2007           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 was not aware that she had an account with Vivint. Ms. [redacted] requests that her account be canceled and that all of her monthly payments dating back to 2007 be refunded.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate Ms. [redacted] signed a System Purchase and Services Agreement on May 15, 2007. Vivint has been providing the service outlined in the agreement from May 15, 2007 to the present. Because of that refunding all of Ms. [redacted]’s monthly payments is not warranted. However, in an effort to assist Ms. [redacted] Vivint has canceled her account as of September 22, 2016. Ms. [redacted] no longer has any obligation to Vivint. 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

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]

January 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2010           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 account was not cancelled out when he requested cancellation in September of 2015. Mr. [redacted] desires a refund of all monies paid to Vivint since September and his account canceled. 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]

September 16, 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: June 12, 2007             Date of Addendum: March 4, 2014                                                                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 he was PCS’d to Korea and requested to cancel his account; however, the account was not cancelled. Mr. [redacted] is requesting cancellation of his account without penalty.   At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account without penalty and waive the past-due amount.   However, Vivint’s records indicate that Vivint requested Mr. [redacted] to send Vivint a copy of the orders so that the account could be submitted for cancellation. As of today, Vivint has not received the requested documents from Mr. [redacted] which is why the account was not cancelled.   Despite the information above and out of goodwill, 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 [redacted], Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

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]

May 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: June 5, 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 Vivint installed an alarm system in the home he was renting, without authorization from the homeowner.  Mr. [redacted] further alleges that Vivint’s representative misled him regarding the terms of the Agreement.  Mr. [redacted] has recently moved and scheduled an appointment with Vivint for installation of the system in his new home.  Mr. [redacted] alleges that Vivint failed to install the system on the scheduled date, and has advised him that he will have to wait until July 11, 2015 to have the service installed.  Mr. [redacted] desires cancellation of his Agreement without penalty. Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on June 5, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she was the homeowner.  She also represented that she understood and agreed to the initial term of sixty (60) months, and a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.  This Purchase and Services Agreement is between Vivint and Ms. [redacted], and is not dependent on the status of home ownership.  Vivint recommends, but does not require, that each customer is the owner of the home where service is installed.   As a courtesy, Vivint asked Ms. [redacted] prior to installation if she was the homeowner, and she represented to Vivint that she was the homeowner. Mr. [redacted] notified Vivint of his move and initially scheduled an appointment for May 18, 2015.  Installation was not completed on this date, and an appointment is currently scheduled for July 11, 2015.  In an effort to assist Mr. [redacted], Vivint applied a credit of $[redacted] to his billing account, and reduced his monthly monitoring fee to $[redacted] for the remainder of the term of the Agreement.  Recently, a Vivint representative contacted Ms. [redacted] in an effort to resolve this matter.  An offer was made to find a sooner appointment for the move and waive the move fee without extending the Agreement.  Ms. [redacted] declined this offer, and an alternate offer was made to reduce the payoff amount by 40% and cancel the account.  This offer was also declined.  If Mr. or Ms. [redacted] would like to accept one of these offers, they may contact Vivint’s Customer Loyalty department at [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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

May 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 29, 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. 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.
Sincerely,
[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Dane D[redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 2014           To Whom It May Concern:I have reviewed the information provided by Mr. Dane D[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. D[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. D[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]

April 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 13, 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] alleges to having equipment complications with his security system that have not been resolved. Mr. [redacted] further alleges that he has paid for service while waiting for repair of his equipment.  A Vivint Field Service Professional was dispatched to Mr. [redacted]’s home on April 19, 2017. The Vivint Field Service Professional was unable to contact Mr. [redacted] and the appointment was considered a No-Show. Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Should Mr. [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule this 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

April 26, 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: September 2, 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] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

April 17, 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: November 22, 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] alleges to having equipment complications with his security system that have not been resolved, due to scheduling delays.   Mr. [redacted] desires a refund of the installation fees and the monthly service fees he has paid to Vivint. Vivint’s records show that Mr. [redacted] notified Vivint of his equipment concerns on January 26, 2015, and again on February 12, 2015.  A representative from Vivint recently contacted Mr. [redacted], in an effort to resolve these concerns.  A Field Service Professional was dispatched to Mr. [redacted]’s home on April 16, 2015, and all equipment issues appear to have been resolved on site during this visit.   Vivint has applied a three (3) month credit to Mr. [redacted]’s billing account for system downtime.  In an effort to further assist Mr. [redacted] Vivint will apply a one month goodwill credit.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]

September 30, 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: March 15, 2010             Date of Addendum: February 23, 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 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 immediately cancel Mr. [redacted]’s account without penalty.   Vivint’s records show that on March 15, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on February 23, 2016.  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 twenty-four (24) 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 twenty-four 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

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: May 28, 2016           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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s Vivint account has been terminated effective immediately. Ms. [redacted] may call a Vivint representative to have her Vivint equipment removed. 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]

April 19, 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 4, 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 Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a 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]

November 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that a tenant in a home which she owns contracted for a Vivint system. This tenant has since vacated the premises leaving behind equipment from their Vivint security system. Ms. [redacted] requests specific account information for her tenant. A Vivint representative has contacted Ms. [redacted] in an effort to resolve her concerns. Ms. [redacted] states that the equipment owned by her previous tenant has been removed. Vivint is unable to provide the information requested by Ms. [redacted] as the account is not in her name and she does not possess the security passcode for this account. Vivint recommends that Ms. [redacted] contact her previous tenant for any additional information.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]

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]

March 6, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: November 11, 2015        To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she paid for the sensor over the phone and then received her monthly bill saying she owed $10.00, but has not received a monthly bill since December.  Ms. [redacted] explains that customer service told her that she owes for 2 months.Vivint confirms that, at Ms. [redacted]’s request, monthly statements are sent in the mail instead of payments being automatically drafted from her bank account. This method can create confusion because time elapses between when the statement is printed and sent and when it is received.   Credits applied to the account and additional charges (such as the charge for a sensor) can make the amounts invoiced different than usual.  On December 12, 2017, Ms. [redacted] ordered a new window sensor and her account was invoiced $42.44 in addition to the regular monthly services fee that month. She made the payment for the sensor charge over the phone, but a monthly services fee was still charged that month as well.  The invoice for December was printed after the monthly service fee of $44.99 was charged but before the equipment fee was charged.  Because Ms. [redacted] had paid $35.00 over the phone, the invoice showed that she owed $9.99 (the remainder of the monthly service fee of $44.99)Because mail is slower and not as reliable as automatic billing, I would advise Ms. [redacted] to use her Vivint account online to review what she is being charged for and the payments being made toward those charges.  There is currently a past due balance of $74.98 on the account because February’s fee has not been paid and December’s fee was only partially paid (but a $15.00 credit was applied by customer service).  Ms. [redacted] paid for the sensor in December but then never made a separate payment for her service fee that month. Vivint has reviewed the billing account and confirms that nothing extra has been charged to Ms. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: Except for the ATM receipt,  I sent pictures of these documents to VIVINT, and I sent these pictures to some in a message at least twice. Once I sent the second set of pics, I was told the account would be cancelled.  I truly thank you for your assistance. I suppose you hold these with the file. #[redacted]. HAPPY NEW YEAR????
Sincerely,
[redacted]