Vivint Smart Home Security

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

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

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]

December
11, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: June 19,2010            Date of Addendum: February 14, 2014To 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 does not recall extending the term of
his agreement over the phone with Vivint, and that he has been unable to cancel
his agreement. Mr. [redacted] also alleged that he is currently in assisted living.
Mr. [redacted] desires cancellation of his agreement without penalty.Vivint’s
records show that on June 19, 2010, Mr. [redacted] signed a Purchase and Services
Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement
would have lapsed on January 19, 2014. 
However, Vivint spoke with Mr. [redacted] regarding his alarm service on
February 14, 2014.  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 forty-two (42) 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 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
without penalty is not warranted. However, Vivint has agreed to cancel Mr.
[redacted]’s account. His account has been removed from Collections as well. Mr.
[redacted] no longer has any obligation to Vivint. If
you have further questions or concerns regarding this response, please respond
to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax
number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

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

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]

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]

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]

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 20, 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 Mrs. [redacted] in an effort to resolve her 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 24, 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 23, 2010            Date of Addendum: December 5, 2013...

To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that on June 23, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on December 23, 2013 and continued on a month to month bases.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on December 17, 2013.  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 above information Vivint has agreed to Ms. [redacted]’s request. Her service has been cancelled and she has no further contractual 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]

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]

January 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: December 3, 2016           To Whom It May Concern: I have reviewed the new response by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response he rejects the resolution because the information in inaccurate explaining that his account is not cancelled and that the equipment will not be removed.A representative from Vivint has previously attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records now indicate that Mr. [redacted]’s account with Vivint is still active under a new account number. Vivint’s records further show that Mr. [redacted]’s issues have been resolved. If Mr. [redacted] has any questions or concerns he may contact the representative that contacted him previously.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: 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]

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

January 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2017          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. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. 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]

January 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: July 23,...

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 with Mr. [redacted].  Vivint has agreed to waive the past due balance on his account, reduce his monthly services fee, and remove the initial term of his Agreement. Mr. [redacted] may cancel his security service at any time with 30 days’ notice, and he may contact Vivint’s representative with 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

August 23, 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 5, 2016To 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 during installation, her technician advised her to keep her existing sensors instead of installing replacement Vivint sensors, only for the existing sensors to fail later on. She claims that due to this misinformation, she was required to purchase new sensors. As such, she is requesting a refund of the amount paid for the sensors and immediate cancellation without penalty. At this time, Vivint is willing to refund Ms. [redacted] the $129.00 she was charged for new sensors and provide two months of free service; a value of $210.30. Vivint’s records show that on September 5, 2016, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint also has record of Mr. [redacted] signing a Schedule of Equipment and Services, which outlines the equipment that Vivint would be installing. By signing both of these contracts, Mr. [redacted] represented that he was satisfied with the equipment that Vivint was installing and that he understood that additional equipment was available for later purchase. Vivint installed the equipment as agreed and charged Mr. and Ms. [redacted] for the requested additional sensors, as per the Agreement.Despite the above information, in resolution to this matter, Vivint agrees to the above offer. Ms. [redacted] may expect a refund of $129.00 within 7-10 business days, and two months of free service have been credited to the account.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

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]