Vivint Smart Home Security

December
7, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: June 26, 2015To 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 the representative is
currently taking steps in a direction to 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]

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

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]

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]

March 6, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: November 11, 2015        To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she paid for the sensor over the phone and then received her monthly bill saying she owed $10.00, but has not received a monthly bill since December.  Ms. [redacted] explains that customer service told her that she owes for 2 months.Vivint confirms that, at Ms. [redacted]’s request, monthly statements are sent in the mail instead of payments being automatically drafted from her bank account. This method can create confusion because time elapses between when the statement is printed and sent and when it is received.   Credits applied to the account and additional charges (such as the charge for a sensor) can make the amounts invoiced different than usual.  On December 12, 2017, Ms. [redacted] ordered a new window sensor and her account was invoiced $42.44 in addition to the regular monthly services fee that month. She made the payment for the sensor charge over the phone, but a monthly services fee was still charged that month as well.  The invoice for December was printed after the monthly service fee of $44.99 was charged but before the equipment fee was charged.  Because Ms. [redacted] had paid $35.00 over the phone, the invoice showed that she owed $9.99 (the remainder of the monthly service fee of $44.99)Because mail is slower and not as reliable as automatic billing, I would advise Ms. [redacted] to use her Vivint account online to review what she is being charged for and the payments being made toward those charges.  There is currently a past due balance of $74.98 on the account because February’s fee has not been paid and December’s fee was only partially paid (but a $15.00 credit was applied by customer service).  Ms. [redacted] paid for the sensor in December but then never made a separate payment for her service fee that month. Vivint has reviewed the billing account and confirms that nothing extra has been charged to Ms. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint account number: [redacted] Agreement date: June 30, 2007    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 has failed to receive a final invoice from Vivint. Ms. [redacted] further states that Vivint has negatively affected her credit score.A representative from Vivint has attempted to contact Ms. [redacted], in an effort to resolve these concerns. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint was cancelled on November 28, 2016 and she has no further contractual obligation to Vivint. Vivint’s records further show that Ms. [redacted] does not has a billing account in collections. 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 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 12, 2014            Date of Addendum: April 13,...

2016 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was misled regarding extending her initial agreement. Recently she noticed her bill has increased so she requested cancellation of the account, but was told she was still under an Agreement. Ms. [redacted] requested a copy of this Agreement but has never been provided with one. She desires cancellation of his agreement without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account.  Vivint’s records show that on April 12, 2014, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on April 13, 2016. Ms. [redacted] represented that she was interested in extending the term of his agreement in exchange for a $10.00 discount on her monthly service fee for eighteen (18) months. 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, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if she has any further 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

August 6, 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 25, 2013           To Whom It May Concern: I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he was told by the sales representative Mr. [redacted] could cancel is account when he was moving. Then when Mr. [redacted] was moving he was told that he could not cancel his account. Mr. [redacted] desires her account to be 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] satisfaction. Mr. [redacted]’ account has been canceled as of August 6, 2016. Mr. [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 12, 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: March 6, 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] states that she has had equipment complications and that a Vivint carbon monoxide detector had not been installed in her home. Ms. [redacted] desires of her agreement without penalty.   After further review, Vivint’s has agreed to terminate Ms. [redacted]’s agreement with Vivint.  Ms. [redacted] 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]

April 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Account Address: [redacted]            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 attempted to contact Mr. [redacted] in an effort to resolve his concerns. At this time, Vivint agrees to immediately cancel the account and refund the $200.00 as requested. Mr. [redacted] may expect this refund within 7-10 business days. Vivint’s records indicate that this solution will resolve Mr. [redacted]’s 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

August 25, 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 25,...

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 attempted to contact Mr. [redacted] in an effort to resolve his concerns, and has sent him an email with contact information. Vivint is willing to schedule a service visit with Mr. [redacted] if he is still having issues with his system.  He may contact Vivint’s representative directly to schedule this visit, or if he has any further 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

February 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 29, 2016           To Whom It May Concern:In his rebuttal, Mr. [redacted] states that he was not contacted by Vivint. Mr. [redacted] still desires a refund of his service fee for one month, and cancellation of his agreement without penalty. Vivint’s records indicate an email was sent to the email address ‘[redacted]’ on February 13, 2017. Additionality a representative Vivint has recently contacted Mr. [redacted] by phone in an effort to resolve his concerns. Vivint would like to speak with Mr. [redacted] regarding a resolution on his account. He may contact Vivint’s representative directly for further assistance.  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

Tell us why here...May 22, 2017   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 28, 2016                                                 To Whom It May Concern: I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.  Mr. [redacted] explained that he has paid for the equipment that was installed. He is requesting cancellation of his account without the return of the equipment. Again, Vivint is willing to cancel Mr. [redacted]’s account upon receipt of the equipment. Mr. [redacted] has not paid for the equipment that is installed in his home. Mr. [redacted]’s monthly bill has covered the usage of the system and not the equipment.  Additionally, Vivint’s records indicate that a valid contract is attached to Mr. [redacted]’s account.  Mr. [redacted] may contact 1-800-216-5232 to schedule an appointment for the removal of the equipment. After the removal, Mr. [redacted]’s account will be cancelled.  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. The representative was very understanding to the situation that I was in, and recognized it to be a unique situation and was able to honor the price that I was told I would be paying monthly. 
Sincerely,
[redacted]

August 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Valerie H[redacted]  Vivint Account #: [redacted] Date of Agreement: September 18, 2008           To Whom It May...

Concern:I have reviewed the information provided by Ms. H[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. H[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Ms. H[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]

February 1, 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 2, 2012...

          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 cancelled his account at the end of his term in November 2015, but that he continues to get collection calls for a balance owed.  Mr. [redacted] desires for his name and Vivint account to be removed from any collection actions, and no negative hits on his credit from Vivint. At this time, Vivint agrees to contact the outside collections agency that has been attempting to collect a balance from Mr. [redacted], to remove his name and account from collections and to remove any resulting negative hit to Mr. [redacted]’s credit.  Vivint apologizes for any inconvenience or hardship this oversight may have caused.  Mr. [redacted] has no further obligation to Vivint, and once the removal is processed, he will receive no further collection calls regarding his account with Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 21, 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 5, 2016           To Whom It May Concern: I have reviewed the rebuttal from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s rebuttal he explains that he was told that that his equipment would not be moved.The Vivint representative who reached out to Mr. [redacted] in response to his Revdex.com complaint has the ability to wave any fees for moving the equipment. As such, if Mr. [redacted] contacts that representative, takes his panel and his Amazon Echo the rest of his equipment would be installed at no cost.If Mr. [redacted] would like to move forward with this resolution he may contact the 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

October 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 2016           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had issues with the equipment and a services since his system has been installed. Mr. [redacted] states that he never received a credit for a month of service he was promised. A Mr. [redacted] further state that Vivint has failed to refund him for a sensor and has only given him $25.00 of credit for the time his service has not been working. Mr. [redacted] requests Vivint refund him for the flood sensor and credit for the time his service was down. Vivint will agree to add one (1) monthly credit to Mr. [redacted]’s account.Vivint’s records indicate that Mr. [redacted] was refunded for his flood sensor on July 25, 2016 to his credit card, in the amount of $120.00. Vivint’s records further indicate that Mr. [redacted] has been given a total of $151.43 in credit towards his Vivint account for the time he was without service and the month credit he was promised. Due to the above information, Vivint cannot submit another refund for the sensor unless Mr. [redacted] provides bank records indicating he never received his refund in July 2016. Vivint has agreed to add another month’s credit towards Mr. [redacted]’s 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

June 1, 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 11, 2016...

          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she cancelled her service within the cancellation period, but that Vivint has not refunded her payment and has not acknowledged that the equipment was retrieved from her home. Ms. [redacted] desires a refund of all monies paid to Vivint, acknowledgement that Vivint’s equipment has been removed from her home, and no further charges from Vivint. Vivint’s records show that its equipment was removed from Ms. [redacted]’s home on May 19, 2016, and her Agreement with Vivint was cancelled on May 25, 2016.  A refund of monies paid by Ms. [redacted], in the amount of $243.25, was sent back to her checking account on May 27, 2016.  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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 15, 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 Addendum: May 29, 2017                                         To Whom It May Concern:                              I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he did not agree to an extension of his account. Mr. [redacted] requests cancellation of his account.   At this time, Vivint is willing to immediately cancel Mr. [redacted]’s account without penalty.   Vivint spoke with Mr. [redacted] regarding his alarm service on May 29, 2017.  Mr. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a sixty (60) 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 sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   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