Vivint Smart Home Security

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8,  2010           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint has canceled Ms. [redacted]’s Vivint security account effectively immediately. Ms. [redacted] has no financial obligation 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this business is firmly set on being unfair. I do not agree with this settlement, however, guess we will have to take what we can get. Lesson learned. 
Sincerely,
[redacted]

October 18, 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: N/A                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that a refund of $49.99 was issued on October 9, 2017. This amount will be returned within 7-10 business days from the issue 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] Chief Compliance Officer

November 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 1,...

2008        Date of Addendum: April 26, 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 requested cancellation of her account after her initial term had expired, and that Vivint continues to bill her for service. Ms. [redacted] desires a refund of the monies she has paid to Vivint since the end of her contract term, and for her account to be cancelled. At this time, Vivint agrees to cancel Ms. [redacted]’s System Purchase and Services Agreement (“Agreement”), effective immediately.  In an effort to assist Ms. [redacted], a refund of October’s payment, in the amount of $47.69, is being sent back to the credit card on file.Vivint’s records show that Ms. [redacted] signed an Agreement with Vivint on August 1, 2008, in which she agreed that service would continue year to year after the initial term of sixty (60) months, unless cancelled in writing no later than 30 days before the next renewal term (Section 2.4).  Further, Ms. [redacted] spoke with a Vivint representative on April 26, 2013 and agreed to extend the term of her Agreement for forty-two (42) months.  Ms. [redacted] contacted Vivint about cancelling the Agreement, and she was advised that the end of her term is October 26, 2016 and that she would need to send a written notice of cancellation.  Vivint did not receive a written notice, and as such Ms. [redacted]’s account was invoiced for service on the usual billing cycle date of October 20, 2016. Despite this information, Vivint agrees to the above resolution.  This complaint will be considered Ms. [redacted]’s written notice of cancellation, and the payment made in October will be refunded.  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

March 5, 2018       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 12, 2018                                                               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 not received her refund. Ms. [redacted] requests that she receive her refund.   Vivint has overnighted Ms. [redacted] a check refund of $73.72. Vivint apologizes for any inconvenience this may have caused 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

February 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 7, 2015           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 had issues with the system not communicating to Vivint. As such, Ms. [redacted] requests cancellation of her account.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 Ms. [redacted] entered into an agreement with Vivint on April 7, 2015. Ms. [redacted] agreed to an original agreement term of 42 months, therefore we are still within Ms. [redacted]’s agreement term. Further Ms. [redacted] agreed to section 12 of the agreement “Customer Duties” where it states “You will test the System’s protective devices and send test signals to the Center in accordance with our instructions at lease monthly” and “If a problem in the System occurs you will notify us.” Due to these facts cancellation of the account without paying the contractual buyout fees is not warranted.In an effort to assist Ms. [redacted] Vivint is willing to have a technician go to Ms. [redacted]’s home and fix any issues with the system at no cost. Further Vivint with put a credit on Ms. [redacted]’s account to cover the downtime of the system. If Ms. [redacted] would like to move forward with this resolution 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

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]

Complaint: [redacted]
I am rejecting this response because:  I am afraid at this point that we could possibly have a problem at any given time in light of the issues that have already occurred.   I have also spoken with neighbors that switched or did not renew with VIVINT because they said they constantly had issues and EVERY time someone came out they were charged a fee........sometimes for the very same issue.  I fear that this is just the beginning to a very long contract.  I will admit that I was remiss in asking neighbors before we agreed to switch, but unfortunately it was a 'sign now' offer.  
Sincerely,
[redacted]

January 3, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: August 25, 2017           To Whom It May Concern:In his rebuttal, Mr. [redacted] states that Vivint is trying to hide what they are doing by cancelling his account and will not address his claim that a Vivint employee committed fraud.After contacting Mr. [redacted] and discussing his dispute of the signature on his Agreement, Vivint decided to dissolve the Agreement.  This resolution was meant to give Mr. [redacted] the benefit of the doubt in his claim, not to hide any actions.  Vivint maintains its position that Mr. [redacted] was using the services and was aware of the Agreement terms as he represented during his telephonic pre-installation survey with a Vivint representative.  Vivint also has a signed electronic Agreement, but because Mr. [redacted] denies that he signed it, and because Vivint cannot know with certainty what happened at the time of sale, Vivint agrees to void the Agreement.  Mr. [redacted]’s complaint and fraud claim have been passed on to sales management, and any investigation and discipline will be handled by the appropriate management.  Vivint is also willing to refund Mr. [redacted] what he paid for his equipment, if he returns the equipment to Vivint.  He may contact Vivint’s representative directly to schedule an appointment for removal of the system from his home if he wishes to receive this refund.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 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 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 promised a free activation and he was still charged for it. Mr. [redacted] desires cancellation 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 May 25, 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] plus any applicable taxes each month during that term and an activation fee of $198.  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 Mr. [redacted]’s representations during the Pre-Installation survey cancellation without penalty is not warranted at this time. If Mr. [redacted] desires he may call into Vivint to review the survey. Never the less in an effort to assist Mr. [redacted], Vivint has placed a credit for two (2) months of service to his account totaling in $[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]

September 11, 2015Revdex.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 Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges he has attempted to cancel his Vivint account due to military orders, but has been unable to do so. Mr. [redacted] desires the cancellation of the account without penalty.Unfortunately, I am unable to find the Vivint account in question with the information given by Mr. [redacted].  I would advise Mr. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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: Contrary to the response, we have not received a refund. In fact our bank account was debited an additional month service charge on January 18, 2017 of $52.34. 
Sincerely,
[redacted]

August 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: August 25, 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. 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

February 6, 2017       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: April 16, 2015                                                   To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint does not have record of any such allegations, however, out of goodwill; Vivint is willing to cancel Ms. [redacted]’s account without penalty. 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

September 22, 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 29, 2013                                                                To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently contacted Mr. [redacted]. If Mr. [redacted] has any further questions or concerns, he may contact that representative 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

March 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 20, 2008           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint stands by its previous statement. Ms. [redacted]’s account was cancelled for non-payment on October 30, 2014, and was sold to Perfection Collections. Vivint no longer owns the account.  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

February 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  August 16, 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 his Vivint thermostat was installed incorrectly which resulted in abnormally high energy costs in December. Mr. [redacted] requests that Vivint reimburse him for this energy bill in the amount of $528.14.A Vivint representative has contacted Mr. [redacted] in an effort to resolve his concerns. Vivint has requested that Mr. [redacted] send his November, December, and January energy bills for review.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 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 18, 2016           To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she had yet to receive her refund as of May 26, 2017. Additionally, she states that Vivint did not address her concerns with the billing system in regards to making payments on the payoff balance. Vivint’s records indicate a refund was sent to Ms. [redacted]’s credit card on May 23, 2017. Refunds, however, can take up to 10 business days to reflect in a customer’s bank account once it has been approved. Vivint also removed Ms. [redacted]’s payment information from its automatic billing system to prevent further over charges in the future. With this Ms. [redacted] can continue to make payments without the remaining payoff balance being invoiced to attached payment information. A representative from Vivint has recently attempted to contact Ms. [redacted] on June 2, 2017 in an effort to confirm if the refund was received. She may contact this representative directly if she requires any 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

October 12, 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 24,...

2015           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 with Ms. [redacted], and she may contact Vivint’s representative directly with 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 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]