Vivint Smart Home Security

March 29, 2018   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]           Complainant: [redacted]            Vivint Account #: [redacted]           Date of Agreement: March 29, 2018                                                              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, with details informing her that she may call Vivint’s billing department to pay the buy-out fee. 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 OfficerTell us why here...

May 16, 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: 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 was unaware of the term of his contract with Vivint. He further explains that he has experienced technical issues with his equipment. Mr. [redacted] requests that Vivint cancel his account immediately.      At this time, Vivint is willing to immediately cancel Mr. [redacted]’s account without penalty.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed a System Purchase and Services Agreement (“Agreement”).  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement 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] signed his Agreement on May 23, 2014.   Upon signing the Agreement, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $59.99 each month during that term. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Additionally, the most recent occasion when Mr. [redacted] contacted Vivint for assistance was on April 9, 2015. On this phone call, Vivint helped Mr. [redacted] with the issue that he was experiencing which was a low battery on his panel. Vivint was unaware of any issues following that phone call. According to Mr. [redacted]’s Agreement, it is the customer’s duty to contact Vivint for assistance if any problems continue.   Despite this information, 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

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

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]

Hello, Vivint received a rebuttal from Complaint ID: [redacted] under [redacted]. Vivint previously attempted to contact Mr. [redacted] in order to assist him with a resolution but he claimed to not have filed a complaint, as stated in our previous response. We gave Mr. [redacted] our contact information if he required any additional assistance. The rebuttal seems to be the same as the original complaint. How would you like Vivint to respond? Thank you, Madison B[redacted] Legal Assistant P: 801.222.5876[redacted]
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July 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Robert M[redacted]  Vivint Account #: [redacted] Date of Agreement: May 7, 2015           To Whom It May Concern:I...

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

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

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]

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]

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

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]

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:
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]

March 7, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement:  March 15,...

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 there was a misunderstanding with her bill in 2016 and that Vivint lost a bank statement she sent to show that a payment had been deducted.  Ms. [redacted] explains that she finally requested cancellation but that she thinks her account was broken into and she filed a Revdex.com complaint before but did not receive a response.  She desires cancellation of her Agreement and repair of her credit report.  Vivint’s records indicate that Ms. [redacted] filed similar Revdex.com complaints in April 2015 and September 2016, and Vivint responded to the Revdex.com each time.  After the first complaint, a representative from Vivint contacted Ms. [redacted], removed her account from automatic payments and applied a two (2) month credit to her billing account.  After the second complaint (regarding the fax), Vivint explained that no payment had been processed in January 2016 and that resulted in a past due balance.  Ms. [redacted] sent through the Revdex.com a copy of the bank statement she had faxed, but the transaction information had been blacked out and the statement did not show that a payment had been processed in January.  Despite this, Vivint applied another month of credit to Ms. [redacted]’s account to assist her.Ms. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $68.99 each month, plus applicable taxes, during that term.  Cancellation of the Agreement without penalty was not warranted when Ms. [redacted] requested it because she was within the initial term of the Agreement.Ms. [redacted]’s account was transferred to a third party collections agency after 120 days of non-payment.  Even with the 3 free months she was given to resolve the confusion about the January 2016 payment, Ms. [redacted] stopped paying her service fees and this caused the account to be past due.  Vivint has no further resolution for 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: (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]

Complaint: [redacted] At this point we need to talk oon the phone limited communication has caused yet another failure on "vivint part" 
I am rejecting this response because: you have managed to screw up yet again and cancel the wrong account leaving the business unprotected and the home still current the issue has never been with the business ALWAYS the HOME address and account  So no one double checked or called us before this cancellation took effect  Yet again a fail as a security company leaving something un secured   And we would like to go thru and start the arbitration for the home address we want our service fees returned to us for the past payments 
Sincerely,
[redacted]

November 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: July 15, 2016           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted] rebuttal he explains that he requested to be contacted via traditional mail and Vivint responded to him via email. As such, Mr. [redacted] requests to be contacted by traditional mail.Vivint has sent a letter to Mr. [redacted] explaining the resolution. If Mr. [redacted] has any questions or concerns he may 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

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]

May 19, 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: May 21, 2013           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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

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]