Vivint Smart Home Security

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

September 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 2017 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 signed paperwork guaranteeing that no initial fee would be charged. She then claims that she was charged an initial fee of $111.19 and that it has yet to be refunded. Furthermore, she states that the previous homeowner has continued to receive bills from Vivint despite her taking over the account. As such, Ms. [redacted] is requesting immediate cancellation with no further payments.As of September 12, 2017, Vivint has cancelled the account and refunded all payments taken for a total of $276.37.Vivint has no record of a contract being signed by Ms. [redacted] or Mr. [redacted]. Thus, this account is eligible for immediate cancellation and the previous homeowner’s account is still active and valid. Vivint apologizes for any inconveniences caused to Ms. [redacted] by this matter, and has cancelled the account. Ms. [redacted] is under no obligation to Vivint and will be receiving a full refund within 7 business days.If you have further questions or concerns, please respond to our Utah mailing address, Attention: Legal Department #160, email: [email protected], or fax number: (801) 765-5759.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: 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]

October 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

 July 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] states that Vivint offered her a reduced settlement of her past due balance and indicated that she had until September 30, 2016 to pay the amount of $156.00 to have her service reinstated.  Ms. [redacted] explains that she called Vivint on September 30, 2016 and was advised that she was too late for the offer and would need to pay more to get her service back.  She desires reinstatement of her service for a payment of $156.00.  At this time, Vivint agrees to reinstate Ms. [redacted]’s service if she will pay the reduced cost of $156.00 to settle her past due balance.  This offer will be valid until the end of October, and she may contact Vivint’s Billing department at 1-800-216-5232 to accept the offer.Vivint’s records indicate that Ms. [redacted] had a significant past due balance, and Vivint’s Billing department offered her a reduced payoff of this balance to reinstate her service.  Vivint indicated that this reduced balance would need to be paid before September 30, 2016 and that after this date, the payoff would increase.  Ms. [redacted] called Vivint to accept the offer on September 30, 2016, the day after the offer expired.Ms. [redacted] currently owes Vivint $362.06 for service fees pursuant to her signed Agreement which were not paid.  However, Vivint will waive $205.56 of this balance and will renew its offer of service reinstatement for a payment of $156.00 if she makes this payment before October 31, 2016.   Ms. [redacted] may contact Vivint’s Billing department to accept this offer.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 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]

November 8, 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: June 15, 2010                                                        To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   On December 19, 2014, Ms. [redacted] made a payment of $98.68. Vivint advises Mr. [redacted] to contact the collections agency to discuss the amount that is owed.   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 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

October 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 1, 2016           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

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

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]

February 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: September 2, 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 requested cancellation of the account due to equipment concerns, but Vivint will not cancel the account. Ms. [redacted] desires the cancellation of the account without penalty.    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 2, 2015. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) 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. In section 4 it states, “You may cancel this agreement at any time prior to midnight of the third business day after the date of this transaction.” Vivint did not receive a request to cancel Ms. [redacted]’s account within these three business days.Ms. [redacted] notified Vivint of an issue with her doorbell camera on September 18, 2015. Vivint scheduled an appointment for October 19, 2015. When the service technician arrived at Ms. [redacted]’s home for the appointment, no was home. Cancellation is not warranted at this time. 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 schedule a service appointment for free. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s 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]

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]

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]

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]

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]

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

January 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that she does not recall participating in the Pre-Installation call.  Vivint has included a copy of this call with their response. Ms. [redacted] did agree to a month monitoring fee of $44.99.Cancellation without penalty is not warranted at this time. 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’s 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 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

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

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]