Vivint Smart Home Security

November 1, 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: July 3, 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] explains that she is dissatisfied regarding the sale of the system which occurred in 2014.  Ms. [redacted] is now in collections, and desires cancellation of her agreement without penalty.   Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $69.99 each month, plus applicable taxes, during that term.    Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after December 2014.  As such, the account was cancelled for non-payment on May 29, 2015, and was sold to an outside collections agency.  Ms. [redacted] must settle the balance of her account with this outside collections agency at this time.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 30, 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: July 19, 2012                                                              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 $68.99 has already been submitted. She may expect this refund to appear back in her account within 7-10 business days. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

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

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

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 11, 2010            Date of Addendum: February 17, 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 does not recall extending the term of his agreement over the phone with Vivint and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on June 11, 2010, Mr. [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 February 17, 2016.  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 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 validity of this extension, Vivint agrees to the above resolution.  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

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: June 13, 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 moved and that Vivint has been unable to satisfactorily install equipment in her new home.  Ms. [redacted] further alleges that she was advised by Vivint that her account would be cancelled, but that Vivint has not cancelled the account.  Ms. [redacted] desires cancellation of her agreement without penalty. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve this concern.  Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  The past due balance on the account will be forgiven and no further attempts will be made to collect a debt.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

November
12, 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: July 16, 2015To Whom It May Concern:I
have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms.
[redacted] alleges
that Vivint did not dispatch the authorities when an alarm was triggered on
October 31, 2015. Ms. [redacted] desires the cancellation of the agreement without
penalty. Vivint’s records indicate on
October 31, 2015, Vivint experienced a usual high volume of alarms that caused
a delay in alarm response times. Vivint’s monitoring department made a notation Ms. [redacted] was able to flag down a police officer and have him
return home with her when she received an alert on her phone. As such Vivint
removed Ms. [redacted]’s alarm from the queue of alarms needing police dispatch. Vivint’s
records further indicate that prior to the installation of any equipment; Ms. [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 July 16, 2015. During
the recorded Pre-Installation Survey, Ms. [redacted] represented that she
understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a
monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [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 Ms. [redacted]’s
representations to ensure that she understood her commitments to Vivint as
outlined in the Agreement.   Cancellation
of Ms. [redacted]’s account without cancellation is not warranted, however Vivint
would like to assist Ms. [redacted]. Vivint records indicate Ms. [redacted] contacted
Vivint on October 19, 2015 and reported she has been experiencing some financial
hardship. To assist Ms. [redacted], Vivint has agreed to lower her monthly
service fee by $[redacted] for the remainder of the Agreement. Should Ms.
[redacted] wish to
cancel her Vivint agreement prematurely, she may pay off the remaining balance
on her account – currently $[redacted], however Vivint will take 25% off the
payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes
to take advantage of this offer, I would advise her to contact Vivint 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]

October 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 13, 2009           To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that he cancelled the Agreement with Vivint three (3) years ago.Vivint maintains its stance in regards to Mr. [redacted]. Vivint received no final payment, or written notice of cancellation for Mr. [redacted]’s account after the May 4, 2012 call from Ms. [redacted]. Vivint followed the agreed upon agreement, see Section 2.4. The [redacted]’s account was closed on August 18, 2015, and they have no further obligation to Vivint. However no refund is warranted.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Larry H[redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 2007           To Whom It May Concern:I have reviewed the...

information provided by Mr. H[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. and Mrs. H[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. and Mrs. 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]

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

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: April 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] states that he has been experiencing equipment complications with his security system that have not been resolved. Mr. [redacted] further states that he has experienced long wait times while calling into Vivint’s Customer Care. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on April 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 $74.99 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.   Further, Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services.   Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on April 26, 2015, and Vivint’s Scheduling department found an appointment for April 30, 2015; however, Mr. [redacted] called into reschedule. Mr. [redacted] again called Vivint on May 14, 2015, and an appointment was scheduled for May 16, 2015. Mr. [redacted] further notified Vivint of his equipment concerns on May 25, 2015, and Vivint’s Scheduling department found an appointment for May 29, 2015. Vivint was not notified of any further equipment issues until recently. A Vivint Field Service Professional was scheduled for an appointment on June 2, 2017; however, Mr. [redacted] called into cancel.Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Alternately, Mr. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of his initial term. Should Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to call Customer Care at 1-800-216-5232, and schedule this appointment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: February 18, 2016           To Whom It May Concern:A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. An appointment with a Vivint field service professional is scheduled to inspect Mr. [redacted]’ equipment on Wednesday 11, 2017. Vivint’s records indicate that this matter is in the process of being resolved to Mr. [redacted]’ satisfaction. If Mr. [redacted] needs any further assistance, he may contact Vivint’s 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

Complaint: [redacted]
I am rejecting this response because:
These statements are a lie. I was never told they would waive the fee, I even asked about it and they said I would have to pay it although it was a equipment problem(it seemed). The credit was suppose to be applied in December, and I've called every month and they hadn't put it through or it hadn't been "approved". I canceled card, so they finally decided to call me to get payment after two months of taking my money out when I was suppose to have a credit. Lady on phone told me it was approved but no one had even submitted it to go through. Haven't heard back since and they were suppose to call two days later that phone call. Customer service and customer loyalty representatives are rude and don't care what I have to say. 
Sincerely,
[redacted]

August 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 8, 2014           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 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]                                                                           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 going to take over an account but the technicians never showed up for the appointments. He desires for his and the previous homeowner’s account be canceled. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint has agreed to cancel both of the accounts involved. If Mr. [redacted] has any further questions, he may contact that representative. 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]

March, 1 2017Revdex.com of Utah3703 W 6200 SSalt L[redacted] City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]           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 numerous attempts were made to cancel her Vivint service and that she was unable to do so because she did not remember the passcode to her account. Ms. [redacted] further states that multiple attempts were made to send her passcode which she did not receive. Ms. [redacted] requests cancellation of her service and a full refund of payments since June, 25 2016.A Vivint representative has contacted Ms. [redacted] and agreed to an immediate cancellation of service and a refund in the amount of $299.94. Ms. [redacted] has agreed to this resolution. 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]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].   The proposed resolution is acceptable if the business completes their proposal. 
Sincerely,
Dennis W[redacted]

January 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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 his System purchase and Services Agreement (“Agreement”) does not notify him of his cancellation fees. After review, Mr. [redacted]’s Agreement in Section 2 states the price, payment, financial disclosure and terms. Section 13 of his Agreement states his responsibility to pay off the remainder of the Agreement if he should request cancellation early. Vivint remains willing to troubleshoot any equipment that may not be working and schedule a technician at no cost for Mr. [redacted]. Repair, not cancellation, is the proper 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 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: June 9, 2009         To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] alleges that she was not authorized to extend her Alarm System Purchase and Services Agreement (“Agreement”) because her name was not written on the Agreement. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that Ms. [redacted] did sign a Purchase and Service Agreement on June 9, 2009 for a term length of thirty-nine (39) months. Since Ms. [redacted] is on the Agreement, she would be authorized to extend the terms of the Agreement and did so on July 16, 2013 for an additional term length of forty-two (42) months. A representative has reached out to Ms. [redacted] and provided a copy of her Agreement as well as the recorded phone conversation. Although cancellation without penalty is not warranted, Vivint would like to assist Ms. [redacted] by discounting her total purchase amount by seventy (70) percent. Currently, Ms. [redacted] buyout amount would be $[redacted], Vivint is willing to cancel Ms. [redacted] Agreement for $[redacted]. If Ms. [redacted] desires to take advantage of this offer I would advise her to contact Vivint’s Customer Loyalty department.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, Dorothy L[redacted]