Vivint Smart Home Security

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]

March 3, 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: June 13, 2009             Date of Addendum: November 23, 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] explains that she has experienced difficulty with cancelling her account. Ms. [redacted] requests that Vivint cancel her account.   Vivint spoke with Ms. [redacted] regarding her alarm service on November 23, 2015.  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. Snyder 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

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]

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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Concerning complaint #[redacted].  I was under the impression I did not need to respond to your notice if I felt the matter had been resolved.  I AM satisfied.  I received a notice that the matter has been resolved but the customer was dissatisfied. You may change it to SATISFIED.  Thank you,[redacted] Sincerely,
[redacted]

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, 2016           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 told by the sales representative that Vivint would pay to cancel her old system. Vivint’s records indicate that a member of Vivint’s investigative team will be contacting Ms. [redacted] to resolve this issue. Ms. [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 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 24, 2011          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. At this time, Vivint agrees to immediately cancel the account. Vivint’s records indicate that this will resolve the matter 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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 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: September 13, 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 has had issues with the service and canceling this account. Mr. [redacted] requests that the account be canceled.   A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] and to resolve this issue; 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 Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [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

December 14, 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: November 21, 2014                                                                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 sent in the buyout payment; however, her account has not been cancelled. Ms. [redacted] requests cancellation of her account.   Vivint received her payment on December 14, 2016. As such, her account has been cancelled. 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

January 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: January 30, 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 his system has been having issues and he has not been able to use it. As such, Mr. [redacted] requests that Vivint stop charging his credit card for the service and a refund of the past 5 monthly payments.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of January 13, 2017, without any additional charges. Vivint has also issued a refund to go back to Mr. [redacted]’s credit card of $250.00. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he 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.
Sincerely,
[redacted]---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, May 4, 2015 at 12:58 PMSubject: RE: You have a New Message from Revdex.com of Utah Regarding Complaint #[redacted]To: [email protected] you, that resolves my issue! Thanks![redacted]

August 3, 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: January 10, 2014                                                               To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   By way of explanation, Vivint received Ms. [redacted]’s initial 30-day Notice of Cancellation (“NOC”) on May 23, 2017. As such, the account should have been cancelled 30 days later on June 23, 2017. Vivint apologizes for any inconvenience that the delay in cancellation may have caused.   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 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: May 24, 2014           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 no longer lives in the house that has the system installed. Ms. [redacted] further explains that she was told that the new homeowners would take over her account, however that did not happen. As such, Ms. [redacted] requests that her account be cancelled without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Ms. [redacted] entered into an agreement on May 24, 2014. Ms. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly fee of $59.99 plus any taxes each month of that term. Because Ms. [redacted] is still within her original agreement term and because no one took over her account the obligation of resolving the contract lies with her and cancelation of Ms. [redacted]’s account without penalty is not warranted.  Vivint recommends that if taking over Ms. [redacted]’s account was part of her real estate transaction with the new homeowners that Ms. [redacted] contact her real estate agent. Or, if Ms. [redacted] would like to cancel her account Vivint will offer a fifty (50) percent discount. If Ms. [redacted] would like to proceed with cancelation of her account or if she has any questions she may contact the Vivint representative who reached out to her.  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 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] 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] alleges that she cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint.  Ms. [redacted] desires a refund of $99.00.  Vivint’s records indicate that a refund in the amount of $99.00 is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted] on December 23, 2015. A refund can take up to 7 to 10 business day to reflect on an account due to bank process. Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint. Vivint apologize for any undue delay in this process. 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]

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: September 15, 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] alleges that she had a move scheduled on April 11, 2015, and that Vivint rescheduled this appointment, which left her without service for a number of days.  Ms. [redacted] desires to have her system moved on April 11, 2015 as previously planned. Vivint’s records show that Ms. [redacted] notified Vivint of her move on March 28, 2015.  At this time, a Vivint Field Service Professional is scheduled to be dispatched to Ms. [redacted]’s new home on April 20, 2015, to install the system. Vivint has applied a credit of $[redacted] to Ms. [redacted]’s billing account for system downtime.  In an effort to further assist Ms. [redacted] Vivint will apply a one month goodwill credit.  These credits will cover monthly charges in May and June 2015.  Vivint would like to apologize for any undue delay in scheduling this move.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]

June 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 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] alleges that she was misled by Vivint regarding the terms of her agreement. Ms. [redacted] is now in collections, and desires cancellation of her agreement without penalty.Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she 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 $68.99 each month, plus applicable taxes, during that term.  Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after August 2014.  As such, the account was cancelled for non-payment on December 30, 2014, and was sold to an outside collections agency.  Ms. [redacted] must settle the balance of her account with this outside collections agency 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 30, 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: March 24, 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 he was misled by a Vivint representative regarding the terms of his agreement, and that he has had equipment complications since the installation of his system that have not been resolved.  Mr. [redacted] desires cancellation of his agreement without penalty. Vivint’s records show that a Field Service Professional was dispatched to Mr. [redacted]’s home on April 18, 2015, and that all equipment complications were resolved on site that day.  A representative from Vivint has been in contact with Mr. [redacted] in an effort to resolve his concerns.  At this time, Vivint is willing to cancel Mr. [redacted]’s account without penalty if he will allow Vivint to retrieve its equipment from his home.  Vivint’s representative will continue to be in contact with Mr. [redacted] to schedule this appointment.  Following retrieval of the equipment from Mr. [redacted]’s home, Vivint will cancel the account and refund him his payment, in the amount 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

December 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: May 7, 2013                                                                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 sent his notice of cancellation email on November 9, 2016; however, another payment was withdrawn from his account on December 5, 2016. Mr. [redacted] request a refund of all payments post end of his contract term.   In an effort to assist Mr. [redacted] and out of goodwill, Vivint has agreed to refund the payment of $53.49 that was withdrawn on December 5, 2016.   Upon signing the System Purchase and Services Agreement (“Agreement”), Mr. [redacted] agreed to and acknowledged section 2.4:   The initial term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months. After the initial term, this agreement will automatically continue month-to-month and either party may terminate this agreement at any time upon at least thirty (30) days prior written notice to the other party.   Mr. [redacted]’s notice of cancellation was received on November 9, 2016; as such, his December payment was taken out on his usual payment date, December 5, 2016 and his account was cancelled 30 days from when Vivint received his notice of cancellation.   Despite the information mentioned, Mr. [redacted] will receive his refund of $53.49 within 7-10 business days.   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 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]