Vivint Smart Home Security

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

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

November 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: March 11, 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 has not received $125 promised to her by the sales representative to cancel her old security system and has experienced issues with the equipment. Ms. [redacted] requests that all monthly payments made be refunded plus the $125 and the removal of the system and cancelation of the account.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s does not have any record of any promises made by the sales representative that is not outlined in the signed contract. Vivnt’s records further show that the last time that Vivint technician went out to Ms. [redacted]’s home was on April 1, 2016, therefore Vivint has not had an opportunity to try and fix any equipment issues Ms. [redacted] might be experiencing. Due to that, cancelation of the account and refunding all the monthly payments is not warranted. Despite this information Vivint is willing to send a check for $125 to Ms. [redacted] provide her with 2 months of free service and schedule a time for a Vivint technician to come to her home to fix/replace any equipment that is causing any issues. If Ms. [redacted] would like to move forward with this resolution or if she has any questions she may contact the representative who 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

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]

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

September 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] and [redacted]  Vivint Account #: [redacted]  Date of Agreement: March 6, 2015           To Whom It May Concern:In his response, Mr. [redacted] states he is unsatisfied with Vivint’s previous response of sending field service professional to repair the system. Mr. [redacted] desires the cancellation of his agreement without penalty. Vivint maintains its stance in regards to Mr. [redacted]’s account. Vivint’s records indicate that following the installation of the equipment, Mr. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mr. [redacted] completed the required Post-Installation Survey on March 6, 2015.  During the recorded Post-Installation Survey, Mr. [redacted] represented that he was satisfied with the installation of his system. Mr. [redacted] was also informed of his right of rescission period where he could request cancellation without penalty; Vivint received no request from Mr. [redacted] during this time. In addition, Mr. [redacted]’s signed Purchase and Services Agreement agreeing 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. Vivint maintains its stance that repair rather than cancellation is the proper action for Mr. [redacted]’s account. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of this offer, I would advise his to contact Vivint’s Customer Loyalty department at ###-###-####.  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]

Complaint: [redacted]
I am rejecting this response because: I was never told either on the phone or in writing that we only had 3 days to cancel this service. Saying an internal policy exists but not showing or mentioning it anywhere is not acceptable or a substitute for compliance. The telephonic survey asked me if I was ok with the price they quoted and the installation date. It said nothing about having 3 days to accept a new system. We do not want to be upgraded, we want the system removed from our premises and for all charges to cease.
Sincerely,
[redacted]

November 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #:  Date of Agreement:            To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal Ms. [redacted] states that she should not have had to find the Vivint customer that was associated with her home address. Ms. [redacted] desires compensation from Vivint. Vivint apologizes for any frustration Ms. [redacted] may have experienced. However, Vivint is unable to provide account information on how the matter occurred since Ms. [redacted] is not affiliated with the System Purchase and Services Agreement (“Agreement”). Vivint cannot offer Ms. [redacted] any compensation as she is not a Vivint customer. 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 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...

August 16, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: November 9, 2011                                                                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 previously requested Vivint to submit a refund of $995 for equipment that he paid for but never received as well as a refund of $49.99 for a month of service. He further explains that he never received these refunds. Mr. [redacted] requests that Vivint refund him the requested amounts.   Vivint’s records indicate that Mr. [redacted]’s credit card was partially refunded $707.35 on June 30, 2016. In an effort to resolve Mr. [redacted]’s concerns, Vivint has submitted an additional refund of $337.64 to cover 1 month of service that he did not receive and the remaining amount of $995 less $707.35. This refund will go back on his visa card within 7-10 business days. Vivint apologizes for the delay and inconvenience this may have caused Mr. [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] Chief Compliance Officer

December 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  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 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. Ms. [redacted] may contact Vivint’s representative if she 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

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 4, 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 11, 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 has experienced issues with the service. Ms. [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email 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 account has been canceled as of November 4, 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

Complaint: [redacted]
I am rejecting this response because:  The account should have been closed May 23, 2017 when they received my cancellation and settlement payment with no further obligation from that date. So no further obligation from May, 23, 2017 not no further obligation from July 12, 2017.
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

April 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: May 1, 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 Ms. [redacted] and this representative 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]

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]

Complaint: [redacted]
I am rejecting this response because:Vivint has offered to replace their faulty equipment on September 21st. I'm still having the same issues, of the system no working. I'm not at all satisfied with this. There's no gaurntee this new system will even work. 
Sincerely,
[redacted]

February 13, 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 27, 2016                                                   To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   Mr. [redacted] explains that the product was misrepresented by Vivint. Mr. [redacted] requests cancellation of his account.   At this time, cancellation without penalty is not warranted.   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 May 27, 2016.   During the recorded Pre-Installation Survey, 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 $49.99 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.     Due to the information mentioned, cancellation without penalty is not warranted at this time. If Mr. [redacted] would still like to cancel his Agreement, he may pay off the remainder of his Agreement or have a friend or family member take over the Agreement. 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

September 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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 attempted to contact Mr. [redacted]. Vivint is willing to cancel his account and remove the equipment as requested. Vivint requests that Mr. [redacted] contact the representative who has been working with him to make arrangements for the removal of the equipment and repairs to Mr. [redacted]’s home.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]