Vivint Smart Home Security

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

June 27, 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 14, 2012            Date of Addendum: June 8, 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] states that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel her agreement. Mr. [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on June 14, 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 June 8, 2016.  Mr. [redacted] represented that he was having difficulties with his Vivint sensors. Based upon this representation, Vivint offered a forty-two (42) month extension in exchange for a free Vivint sensor and a free system inspection, 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. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1,499.70; however, because of the misunderstanding, I would be willing to lower Mr. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $647.86. Alternately, Mr. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of his initial term.  If Mr. [redacted]  wishes to take advantage of this offer, I would advise him 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

February 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: June 30, 2016           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 she has had issues with the equipment. Ms. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel her account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:I will accept this response, once the services are in fact cancelled, and all refunds have been deposited.
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. I have called and emailed Tyler H[redacted] to set up an appointment to have the equipment removed from my property and the contract cancelled.
Sincerely,
[redacted]

August 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: August 4, 2017          To Whom It May Concern:In her rebuttal, Ms. [redacted] states Vivint is responsible for at 50% of the repair costs as the flood sensor did not detect the flood. Additionally, Ms. [redacted] has requested cancellation, but Vivint has failed to close the account. Vivint maintains its stance and disputes the insurance company’s determination as to fault on her claim. Vivint has not cancelled the account as Ms. [redacted] verbally renewed the System Purchase and Services Agreement (“Agreement”) for a 60 month term on July 30, 2014. However, Vivint has agreed to cancel the account. Vivint has closed Ms. [redacted]’s account and she has no further obligation 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

Hello, Vivint recently received a complaint under Ms. [redacted] complaint ID # [redacted] . Ms. [redacted] is a non-customer, but Vivint did reach out to her and explained that if she wanted to remove the system from her home she could do so. Ms. [redacted] rejected this response requesting Vivint provide her with a code to disarm the panel. As this compromises the security of Vivint’s panels, this is something we are unable to provide. Unfortunately, given Ms. [redacted] is not a Vivint customer, we are unable to assist her further. Would it be possible for you to review this complaint for possible closure? Madison B[redacted] Legal Assistant P: 801.222.5876[redacted] vivint.SmartHomevivint.com NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

June 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: April 25, 2016           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.  I received the new smart drive. I am waiting for the automatic connection within the next 5 days. I really appreciate you looking into this matter.  Thank you very much. I am hoping this will be resolved very soon.
Sincerely,
[redacted]

January 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: November 15, 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 is paying for services that he is not receiving, Mr. [redacted] would like to utilize features on his GoControl system that are not offered by Vivint. Mr. [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”). Vivint agrees to void Mr. [redacted]’s most recent Agreement extension and will keep his original Agreement term active. Vivint will also agree to cancel Mr. [redacted]’s Agreement for fifty (50) percent of his total Agreement purchase amount of $1517.78. Mr. [redacted] may cancel his Agreement for a total of $758.89.Vivint’s records indicate that Mr. [redacted] entered into his Agreement on November 15, 2013. By signing his Agreement Mr. [redacted] agreed to pay Vivint $68.99 plus any applicable taxes each month for an initial term length of sixty (60) months. Mr. [redacted] entered into a new Agreement on March 12, 2015 which kept his Agreement the same but extended his term length by an additional sixty (60) months. Mr. [redacted] contacted Vivint on January 16, 2016 to inquire about utilizing outside provided equipment with his Vivint equipment but this was not possible. On May 16, 2016 Mr. [redacted] called into Vivint to inquire about upgrading his alarm system to a SkyControl panel. Mr. [redacted] was told at that time that he would have to sign another Agreement extension, pay $99 for a doorbell camera and his reoccurring monthly rate would increase by $5 a month. Mr. [redacted] did not accept this offer. Mr. [redacted] called back into Vivint on January 3, 2017 to state that he should have more equipment and access to features for the money that he is paying. Mr. [redacted] was again offered the upgrade to SkyControl but it was declined. The features Mr. [redacted] desires have never been offered by Vivint for the GoControl system. Vivint’s SkyControl panel may offer Mr. [redacted] the features he desires. I would advise him to contact Vivint’s Customer Care department at 1 800.216.5232 for any questions he may have about the SkyControl.  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 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]           Complainant: Latisha P[redacted]            Vivint Account #: [redacted]     ...

     Date of Agreement: August 9, 2012                                                            To Whom It May Concern:I have reviewed the information provided by Ms. P[redacted] and appreciate the opportunity to respond. In her complaint Ms. P[redacted] alleges that Vivint has incorrectly invoiced her account. Ms. P[redacted] desires cancellation of the Agreement. Vivint’s records indicate that on August 9, 2012 Ms. P[redacted] signed a contract for a term length of forty two (42) months and a monthly service charge of $[redacted] plus applicable taxes. On August 14, 2013 Vivint was informed by Ms. P[redacted] that she was returning to school and desired to downgrade her system to reduce the price. Ms. P[redacted] agreed to extend her contract for an additional thirty six (36) months, in return Vivint waived the $99 downgrade fee, and gave Ms. P[redacted] an additional $10 off for 6 months. On August 15, 2014 Ms. P[redacted]’s billing account was changed to a $[redacted] service fee. On February 5, 2015 Vivint attempted to withdraw $[redacted] from Ms. P[redacted]’s bank account this payment was voided and Vivint has not received any payments from Ms. P[redacted] since. On April 23, 2015 Vivint has lowered Ms. P[redacted]’s service fee to $[redacted]. Ms. P[redacted] currently owes a past due balance $[redacted]. However, in an effort to assist Ms. P[redacted] Vivint will agree to waive these charges if Ms. P[redacted] will continue paying $[redacted] for the remainder of her contact term which ends on February 2, 2016. Alternatively, if Vivint can retrieve the equipment from Ms. P[redacted]’s home Vivint will cancel the Agreement without penalty and waive the past due balance. I would advise Ms. P[redacted] to contact Vivint’s Customer Loyalty department to take advantage of these offers. 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]

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

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

September 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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 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 Ms. [redacted]’s refund was sent by check on September 22, 2017. Ms. [redacted] should expect to receive that refund within 7 business days of 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]

Complaint: [redacted]
I am rejecting this response because: the equipment they are allowing me to keep doesn't work. My front door lock won't work from the outside and since they have already canceled my account I can no longer remotely open the garage door so now my daughter doesn't have access to get in or house if my fiance or I aren't home. 
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.
Sincerely,
[redacted]

December 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: September 16, 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 he has had issues with the equipment. Mr. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. In an effort to help Mr. [redacted] Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if he has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to him 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

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]

January 30, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 4, 2009           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. A Vivint representative 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 he has any further questions or concerns, he may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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