Vivint Smart Home Security

June 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: Christopher H[redacted]  Vivint Account #: [redacted]  Date of Agreement: May 2, 2013         ...

  To Whom It May Concern:I have reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond. In his complaint Mr. H[redacted] alleges that he moved residences and it is taking Vivint over two (2) months for the installation of the system into his new home. Mr. H[redacted] desires the installation of his system or cancellation of his Agreement without penalty. A representative from Vivint has recently contacted Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress to being 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: [redacted], 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.
I have been contacted by a Vivint representative. An appointment for August 29th has been set for removal of Vivint equipment.  Per my phone conversation with the Vivint rep after the equipment is removed I will be released from a "contract" I didn't agree to. 
Sincerely,
Jessica C[redacted]

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: August 13, 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 Vivint failed to provide him with paper invoices which resulted in him not paying his monthly service fees. As such, his account was transferred to a third party collection agency. Mr. [redacted] has since reinstated his account with Vivint and would like his credit report to not show any adverse effect of being sent to collections. Vivint apologizes for any undue delay in this process. The collection agency has been notified to remove any negative credit report that may have resulted from Mr. [redacted]’s account being transferred to collections. Should Mr. [redacted] wish to continue his monthly payments with a direct invoice he has been approved to do so. I would advise Mr. [redacted] to contact the representative that has reached out to him to apply this to his 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: ###-###-####, 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. 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]

September 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 27, 2017           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact Vivint’s representative if she has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:I did NOT SIGN THAT CONTRACT.
Sincerely,
[redacted]

July 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, 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 he has overpaid for services since his system was installed. Mr. [redacted] requests a refund and cancellation of his service.  Vivint’s records indicate that Mr. [redacted] did not receive the home automation equipment which he was charged for. Once Vivint became aware of this issue in April of 2017 Mr. [redacted]’s monthly rate was adjusted to the correct rate. Vivint is willing to refund the $374.00 which Mr. [redacted] was overcharged.A representative from Vivint has recently contacted Mr. [redacted], in an effort to resolve these concerns.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $599.88; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $299.94.  Alternately, Mr. [redacted] has been offered to apply the pending refund to his payoff amount. In which case he would be refunded $74.06 and his account would be eligible for cancellation immediately. Mr. [redacted] should contact the representative he has been speaking with to indicate which option would work best for 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]

December 9, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 24, 2014                                                                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 moved into an assisted living facility. Mr. [redacted] requests cancellation of his account and a refund.   Vivint has agreed to immediately cancel Mr. [redacted]’ account. Additionally, a refund of $161.97 has been issued and will go back into his account within 7-10 business days.   Vivint’s records indicate that the letter that was received from the facility did not include the level of care that was provided which is required; therefore, the account was not to be cancelled until this was received.   Despite the information mentioned, 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

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.
I would like to thank you for showing goodwill and canceling my contract.
Sincerely,
[redacted]

August 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: June 23, 2010             Date of Addendum: November 8, 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] alleges that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately remove Ms. [redacted]’s account from collections.   Vivint’s records show that on June 23, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed in December of 2013.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on November 8, 2013.  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 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 information above, Ms. [redacted]’s account has been removed from collections and 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]

November 30, 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 21,...

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 requested cancellation of his account in writing as instructed by Vivint on November 6, 2017, but that Vivint charged him for a full month of service on November 21, 2017.  Mr. [redacted] desires a refund of the payment taken in November. Vivint agrees to cancel Mr. [redacted]’s Agreement, effective immediately.  Vivint also agrees to refund Mr. [redacted] his November payment, in the amount of $68.99.  This refund is being sent back to the bank account on file. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on June 21, 2012, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no later than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on November 6, 2017, and his account was invoiced within the 30-day period while the account was still active, on his regular billing date of November 20, 2017.  Despite this information, Vivint agrees to the above resolution.  Mr. [redacted] has no further obligation to Vivint, and he may expect his refund in 7-10 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 19, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 28, 2016                                                                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 upon signing the agreement, she was under the impression that she would receive 2 months of free service. Mr. [redacted] requests a refund of $131.98.   Vivint has agreed to immediately refund Ms. [redacted] $131.98. She will receive this refund back into her account within 7-10 business days. In addition, Vivint has issued a $40 credit to her account as promised by her sales representative. Vivint apologizes for any delay or inconvenience this has 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

January 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: May 28,...

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 created a 5-year contract without her consent and will not provide a copy of the contract to her.  She further states that Vivint’s representative advised that she could cancel service after a year, and that Vivint never installed a thermostat but refused to refund her for it.  Ms. [redacted] desires cancellation of her Agreement without penalty.  At this time, to assist Ms. [redacted] Vivint has reduced her monthly services fee by 40% for the remainder of the initial term.  This will also reduce the payoff balance of her Agreement by 40% should she wish to cancel prematurely.A copy of Ms. [redacted]’s signed Agreement is being provided with this response.  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 May 27, 2016. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months, and that she would be responsible to pay the monthly services fee of $80.99 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.  She represented that she had received a copy of the Agreement and understood her right to cancel as explained 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 was not previously notified of any missing equipment from the time of installation.  However, it should be noted that Ms. [redacted] has not been paying for the thermostat function with her system.  Rather than the $80.99 agreed upon at the time of installation, she has only been charged $75.99 each month (plus any applicable taxes). Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time; however, her monthly services fee has been reduced to $45.59, plus any applicable taxes, for the remaining term of the Agreement.  If Ms. [redacted] wishes to cancel the Agreement by paying off the reduced balance, she may contact Vivint at 1-800-216-5232.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:We have made several attempts via phone as well as in writing. Everytime we seek confirmation the customer care agent does not know about our particular case. There is a recorded phone call with Vivint whereas we were assured we would receive written acknowledgement of cancellation after I complained about the lack of customer service, and the obligation vivint has to their paying customer. I have done everything asked of me, and have wasted m
Sincerely,ore time on the phone being lied to than anything else. This is supported also by the constant ignorance vivint resembles whe I repeatedly  ask for an account statement starting January 1st, 2015 until date. Which by the way I have not yet received either. I wish for my cancellation to be recognized immediately, as I am running out of time here with the deadline. I also wish to receive a statement of all charges and payments covering the year of 2015.This process was started in September, and now two days before my deadline I'm still arguing with a company that everytime I call has supposedly no notes on my last call!
[redacted]

October 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: Mrs. [redacted] Vivint Account #: [redacted]  Date of Agreement: June 17, 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] explains that she has had issues with canceling her account. Ms. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her directly.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 10, 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 31, 2013        To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In her complaint Mr. [redacted] alleges that he paid for two sensors, but never received the sensors. Mr. [redacted] desires the refund of charges.A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. A Vivint’s records indicate that a credit in the amount of $[redacted] to Mr. [redacted] billing account. If Mr. [redacted] requires further assistance, he may contact Vivint 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]

November 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant:  [redacted]Vivint Account #: [redacted]Date of Agreement:  July 2, 2012To Whom It May Concern:In his rebuttal, Mr. [redacted] requests for the account to be closed early, alleging he has sent in a written request of cancellation.  Vivin records indicate it has not received the written notice from Mr. [redacted]. Vivint also cannot confirm Mr. [redacted]’s claims he confirmed with a Vivint representative that his account had all the necessary documents in place for cancellation. However, Vivint has agreed to close Mr. [redacted] account early. Mr. [redacted] no long has 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]

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

Tell us why here...July 1, 2016   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: April 28, 2016                                                             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 been attempting to cancel the agreement, however, she has been unsuccessful thus far. Ms. [redacted] is requesting a full refund and cancellation of her account. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] attempted to cancel one day after her grace period ended. However, out of goodwill, Vivint has agreed to cancel her account. The requested refund was submitted on June 30, 2016 and will arrive within 7-10 business days.  In order to continue with the cancellation process, Ms. [redacted] will need to call ###-###-#### to schedule an appointment for a technician to remove the equipment from her home.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.   Sincerely, Nathan *. W[redacted]Chief Compliance Officer

:  Vivint is scheduled to come and take their equipment out tomorrow so I do accept them removing my equipment and cancelled my contract however what I want to say is that this Representatives response is incorrect. It does have to do with their equipment because it's their wifi router not mine therefore it is their fault.  It is their equipment you do the math.  This person does not know what he is talking about. I am very appreciative of Vivint letting me out of my contract
Sincerely,
[redacted]