Vivint Smart Home Security

May 6, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  September 12, 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 her system had not been communicating properly. Ms. [redacted] desires that Vivint cancel her agreement. Vivint’s records 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 Ms. [redacted] completed the required Pre-Installation Survey on September 11, 2014. During the recorded Pre-Installation Survey, Ms. [redacted] 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 $[redacted] each month during that term. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Vivint has been providing security services to Ms. [redacted] since the time of installation, on September 12, 2014. Vivint has offered to send a Field Service Professional to Ms. [redacted]’s home to inspect the system as well as three months free of service. Vivint apologizes for any inconvenience Ms. [redacted] may have experienced with her alarm system.  In the event a customer experiences issues with their alarm system, repair, rather than cancellation, is the proper course of action. As such, Ms. [redacted] may contact Vivint’s customer support department to schedule a service appointment to test and inspect the system. In resolving this dispute, Vivint will waive any associated service and equipment fees. 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]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to reduce her monthly rate to $[redacted], plus any applicable taxes. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at [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 spoke with somebody in regards to the matter I do not remember her name she said she was going to get with billing and see if we could spread the 185 of the balance to the rest of the contract
Sincerely,
[redacted]

September 25, 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 15, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In Mr. [redacted]’s complaint, he explains that he was charged an extra $127.00 and has not received a refund. Mr. [redacted] requests that Vivint refund him the amount of $127.00.   Vivint has refunded the amount of $127.00 to their credit card which they will receive within 7-10 business days. Vivint apologizes for any undue delay or inconvenience this may have caused.   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 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: July 17, 2013           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that she was misled by Vivint regarding the terms of her agreement, and is now unable to cancel his Vivint account. Mr. [redacted] desires the cancellation of the account without penalty. A representative from Vivint has recently contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to cancel his account prematurely, if Mr. [redacted] agrees to pay the past due balance of $[redacted]. Mr. [redacted] may contact the representative directly to accept the offer. Vivint’s records 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 Ms. [redacted] completed the required Pre-Installation Survey on July 13, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] 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 $[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. Vivint has included this recorded Pre-Installation survey in their response.   Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after November 2015. As such, the account was cancelled for non-payment on February 27, 2016.Despite the above information, in resolution to this matter, Vivint is willing cancel the account without penalty upon receipt of the past due amount. He may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 3, 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 25, 2014                                                               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 had service since September of 2016. Ms. [redacted] requests a refund from September of 2016 to present and cancellation of her account.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account. Additionally, Vivint has issued a refund of $248.97 that will go back on her credit card within 7-10 business days.   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

January 27, 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 19, 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 some issues with the service. As such, Ms. [redacted] requests cancelation 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 this matter is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been cancelled as of January 27, 2017. Ms. [redacted] no longer has aby 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

July 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: August 16, 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] states that she has moved residences and Vivint will not allow her to cancel her System Purchase and Services Agreement (“Agreement”) without penalty. Ms. [redacted] desires her Agreement cancelled without penalty. Vivint agrees to reduce Ms. [redacted]’s buyout amount by fifty (50) percent as an effort of goodwill. Ms. [redacted]’s remaining balance is $2,519.64, but with Vivint’s discount the total amount required to cancel her Agreement is $1,259.82. Vivint’s records indicate that Ms. [redacted] entered into her Agreement with Vivint on August 16, 2014. By signing her Agreement Ms. [redacted] agreed to pay a monthly monitoring service fee of $69.99 plus any applicable taxes during an initial term length of sixty (60) months or to pay a total amount of $4,799.40 for the services provided. Nevertheless, Vivint agrees to the above 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]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] [redacted]

May 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #:[redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 20, 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’s Claim Resolutions department has recently tried to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] is working with Vivint’s representative to resolve the situation to Ms. [redacted] satisfaction. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Reginald M[redacted] Vivint Account #: [redacted] Date of Agreement: November 21, 2013           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. and Ms. M[redacted] in an effort to resolve these concerns. Vivint’s records indicate that this matter has been resolved to Mr. M[redacted]’s satisfaction.  Vivint appreciates the feedback given by Mr. M[redacted] regarding his experience with customer service.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]

June 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Paul N[redacted] Vivint Account #: [redacted] Date of Agreement: April 26, 2014           To Whom It May Concern:I have...

reviewed the information provided by Mr. N[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. N[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress to being resolved to Mr. N[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]

Complaint: [redacted]
I am rejecting this response because:One again, very little that was provided by Vivint is true. I have decided they equate to our Government- all lies and unable to reason with them. I AM TOTALLY DISSATISFIED WITH THIS SITUATION.  SO,1. Once I return from my trip and endure another missed service appointment on 29 July 2015, I will continue to fight this.2. I am placing the Vivint sign on top of another sign that reads-" Don't use these thieves- their product doesn't work" and I am placing it at the entrance to my business. 3. I am discussing a lawsuit with my attorney.4. I want call log copies- from Vivint of the dozens of times I have called in for false alarms. A point that I have repeatedly made, and their representative ignores.
Sincerely,
[redacted]

April 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted], and [redacted] Date of Agreement: March 10, 2009, March 11, 2009, and October 29, 2010  ...

        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 Ms. Kristy [redacted] in an effort to resolve their concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. If Mr. [redacted] has any additional questions, he may contacts 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

December 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: May 13, 2010         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 her mother, who is the account holder, has medical issues and has moved from her residence in which the system is installed. Ms. [redacted] desires her mother’s account to be cancelled without penalty. Vivint’s records indicate that Ms. [redacted]’s mothers account was denied for special cancellation, since she did not move into a nursing home and was not diagnosed with a debilitating illness that would make the system a burden.  Nevertheless in an effort to assist, Vivint is willing to cancel Ms. [redacted]’s mothers account without penalty. Vivint will need to verify with her mother verbally that cancellation is what she desires since she is the account holder. I would advise Ms. [redacted] to call into Vivint at ###-###-#### with her mother to verify that the account should 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

September 28, 2015Revdex.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 Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she has had a negative experience with Vivint’s equipment and service, and that she has been unable to have a technician at her home to retrieve Vivint’s equipment.  Ms. [redacted] desires to have Vivint’s equipment removed from her home immediately. Vivint’s records show that Ms. [redacted]’s account is cancelled and she has no further obligation to Vivint.  A Field Service Professional is currently scheduled to be dispatched to Ms. [redacted]’s home on October 17, 2015, to remove Vivint’s equipment.  If Ms. [redacted] has any questions or concerns regarding this appointment, she may contact Vivint at ###-###-####.  Vivint apologizes for any undue delay in this process.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]

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

October 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: February...

22, 2013       Date of Addendum: July 25, 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 Vivint has advised her she is still within the term of her Agreement due to a phone call, even though the initial term of the Agreement ended in 2013. Ms. [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on February 22, 2013, Ms. [redacted] signed a Purchase and Services Agreement with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on August 22, 2016.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on July 25, 2016, and she indicated that she was interested in extending the term of her Agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the validity of this extension, Vivint agrees to the above resolution.  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

May 5, 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 18, 2008             Date of Addendum: December 11, 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] explains that she does not recall extending the term of her agreement. Ms. [redacted] requests that Vivint cancel her agreement.   At this time, Vivint is willing to cancel the [redacted]’s account.   Vivint spoke with Ms. [redacted] regarding her alarm service on December 11, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a sixty (60) 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 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, the [redacted]s have 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

February 27, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 27, 2014 Date of Addendum: January 22, 2018         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 representative has recently worked with Ms. [redacted] in an effort to resolve her concerns. Vivint received a signed Release and Settlement document from Ms. [redacted] regarding this issue. As such, Vivint’s records now indicate that this matter has been resolved.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 16, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    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] explains that his tenant authorized the installation of a Vivint system in his home and the installation caused damage to his home. He further explains that he would like to reconnect the service. Mr. [redacted] requests that Vivint fix the damages and reconnect the service.   Vivint has directed Mr. [redacted] to contact Vivint’s sales team at 855-977-6899 so that he can create his own account and have the service reconnected. Vivint is not able to repair any damages that were authorized by his tenant.   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