Vivint Smart Home Security

July 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 7, 2012          To Whom It May Concern:In his rebuttal, Mr. [redacted] states he is rejecting the response because he had a call from Vivint’s Billing Department stating he still owed money. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve these concerns. In resolution to this matter, It has been clarified that Mr. [redacted]’s account has been cancelled and he is no longer owing Vivint money.  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

Complaint: [redacted]
I am rejecting this response because:Again, Vivint is failing to understand the situation. The HVAC technician was doing his job by testing the issue. As clearly stated, the issue had already occurred which is why the breaker tripped in the first place. I had contacted Vivint well before I contacted the HVAC company and Vivint told me that it wasn't an issue with the thermostat it was the HVAC system. The HVAC company came out to then find the damages that were caused by the thermostat. I honestly cannot believe this company is willing to damage someone else's home and try and stick them with the bill. I have three sources that states my home was in perfect condition prior to that thermostat being installed and if I have to proceed further with legal action I will do so. I've clearly laid this out for them. They are sticking to the fact that the thermostat doesn't have 240 watt capabilities, when their own technician told me that when the power is not cut to the unit upon install of the thermostat, it sends multiple signals to the board which can indeed cause it to fry. So if their own tech is stating this and they are denying it, then there is some miscommunication going on within the company. As I stated, the system stopped working before the HVAC specialist came out and I called Vivint first. They are the ones who told me to call the HVAC company. The thermostat had messed up the system well before the HVAC guys got there. It's hard to belief that Vivint can continue to argue this when you can clearly see there is an issue with the thermostat by the hundreds of complaints being very similar to mine. I stand by my resolution. I want my contract cancelled and I want compensation of $2000 for the damages caused to my home. I have no problem requesting the reports from the home builders and my home inspector on the approval that my unit was perfect upon me moving into this home. 
Sincerely,
[redacted]

June 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 14, 2017          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 Ms. [redacted] signed a System Purchase and Services Agreement on March 14, 2017 with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that term, and a total equipment fee of $1,230.46. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason.Vivint’s records show that Ms. [redacted] first notified Vivint of her equipment concerns on May 17, 2017. Vivint was able to reboot Ms. [redacted]’s Vivint panel. Ms. [redacted] again called Vivint on October 4, 2014 and an appointment was scheduled for May 26, 2017. A Vivint technician replaced Ms. [redacted]’s outdoor camera and doorbell camera. To assist Ms. [redacted], Vivint has applied a credit to her billing account in the amount of $99.98, which will cover two (2) months of monitoring fees.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

December
16, 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: December 2, 2013To 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]

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: August 4, 2016           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

I was unaware of my my husband's conversation with the Vivint representative in requards to nothing being promised. The Vivint equipment remains broken. We are continuing to pay the agreed upon service rate. I am still upset we are paying for this monitoring service with BROKEN equipment. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

November 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 2009            Date of Addendum: January 13,...

2015To 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. Vivint’s records show that on June 19, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  As such, the initial term of the agreement lapsed on September 19, 2012 and continued on a month to month basis.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on January 13, 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 forty-two (42) month extension with additional equipment 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. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted, however Vivint would time to assist Ms. [redacted]. Vivint has agreed to waive the verbal extension and close Ms. [redacted]’s account. Ms. [redacted] no longer has an 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]

January 20, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 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 overheard a Vivint representative informing her technician that Vivint had not received a signal from her home since 2015. As such, Ms. [redacted] is requesting a full refund for the two years that she claims her home was not being monitored. In order to compensate for any inconveniences that Ms. [redacted] has encountered, Vivint has applied three months of free service to the account. However, the requested refund is not warranted at this time.Vivint’s records indicate that Ms. [redacted]’s panel has been communicating with Vivint since the initial installation. The assertion that her home was not being monitored for two years is incorrect. As such, a refund is not currently warranted.Additionally, by signing the Purchase and Services Agreement (“Agreement”), Ms. [redacted] indicated that she understood and accepted all terms contained within the contract. The contract states that it is the customer’s duty to test the System’s protective devices and send test signals to the Center in accordance with Vivint’s instructions at least monthly. It further states that if a problem with the System occurs, the customer will notify Vivint. In resolution to this matter, Vivint has applied the above credit. However, due to the System communication with Vivint since installation, no refunds will be offered 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

December 8, 2015 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 24, 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] alleges that he was given misleading information about his total purchase amount. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Mr. [redacted] has had multiple deferments applied to his account in order for him to have some additional time to move his service. Mr. [redacted] did call in to request his payoff amount on July 29, 2015 at this time Mr. [redacted] was given his original term payoff amount, since Mr. [redacted] was still in his deferment period the deferment cost did not calculate into the total amount, once the deferment was done the cost was added into the total payoff amount. On November 21, 2015 Mr. [redacted] was presented with his correct payoff amount of $[redacted]. Although a payoff amount is usually required to cancel an agreement Vivint would like to assist Mr. [redacted] by cancelling his account without penalty as an act of goodwill. As of December 8, 2015 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Jenny P[redacted] Vivint Account #: [redacted] Date of Agreement:  August 20, 2011 To Whom It May Concern:I have reviewed the information provided by Ms....

P[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. P[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Ms. P[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]

September 1, 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: September 21, 2015                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that the account was cancelled on August 24, 2016. Vivint apologizes for any undue delay or inconvenience this has caused Mr. [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] Chief Compliance Officer

June 29, 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: November 11, 2011                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Ms. [redacted] states that she has not received a copy of her agreement. Ms. [redacted] is requesting a refund and a copy of her agreement.   Ms. [redacted] was emailed on June 29, 2016, a copy of the original agreement and a recording of the agreement extension that occurred in October 2014 for her records. At this time, no refund is warranted for 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] Chief Compliance Officer

January 13, 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 6, 2012                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, she alleges that she sent in her notice of cancellation in November. She is requesting a refund for the month of January. Vivint has no record of her notice of cancellation that was sent in November. Vivint received her notice of cancellation on December, 17, 2015. As such, her account would have officially been cancelled on January 17, 2016. However, Vivint has agreed to cancel her account immediately and refund her for December and January. This amounts to $[redacted]. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. If she has any questions, she 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]

July 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 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 was misled by a Vivint representative regarding the capabilities of Vivint’s equipment. Ms. [redacted] further states that she has had equipment complications since the installation of her system that Vivint technicians have been unable to resolve. Ms. [redacted] desires removal of Vivint’s equipment and cancellation of her agreement without penalty.At this time, Vivint is willing to reduce Ms. [redacted]’s monthly monitoring fee by $10.00 for the remained of the agreement, and send a technician to her home to inspect the system. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Vivint’s records show that Ms. [redacted] first notified Vivint of her equipment concerns on June 1, 2017, and Vivint’s Scheduling department found an appointment for June 3, 2017. Ms. [redacted] again called Vivint on June 3, 2017, and an appointment was scheduled for June 7, 2017. Vivint’s records show that Ms. [redacted] was scheduled for an appointment on June 12, 2017 however; the Vivint technician was unable to keep this appointment. Vivint records further show, on June 16, 2017, Ms. [redacted] called Vivint to explain she felt the technician who installed the system did not take the time to properly train her how to use the system. Additionality, she reported that the equipment did not detect her window breaking after a ball was recently thrown through it.   The Vivint representative offered to send a technician to instruct her how to use the system, $20.00 off her monthly monitoring fee for five (5) months, and the extension of the Right of Rescission period to June 26, 2016.  Ms. [redacted] accepted this offer. On June 19, 2017 a Vivint technician was sent to her home to instruct Ms. [redacted] on how to use her system.Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge. Additionally, Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term. 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 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: May 9, 2012           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative has recently reached out to Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [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

April 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: September 10,...

2010        Date of Addendum: March 12, 2014 To Whom It May Concern: In her rebuttal, Ms. [redacted] states that Vivint offered her a refund of $49.99, but that she has not yet received the funds as promised.  She desires her refund in the amount of $49.99, by April 10, 2017.Vivint’s records show that a check in the amount of $49.99 was sent to Ms. [redacted]’s mailing address on file, on January 17, 2017; however, the check has not been cashed.  Vivint now has Ms. [redacted]’s new mailing address on file and will send another check in the amount of $49.99 to this address.Vivint apologizes for any undue delay in this process.  Ms. [redacted] may expect her check in the mail in 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 3, 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 1, 2008            Date of Addendum: August 29, 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 can longer afford her Vivint system and that now she is unable to cancel her agreement. 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 July 1, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months. Vivint spoke with Ms. [redacted] regarding her alarm service on August 29, 2016. 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 thirty-six (36) 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 thirty six months from today.  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

September 11, 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, 2014           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 case with our Customer Loyalty department has been created in order to resolve this matter. Vivint’s Customer Loyalty department will be reaching out to Ms. [redacted] to reach the best resolution possible. 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]

April 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, 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 by a Vivint representative regarding contract terms, and that her Vivint equipment has not been properly preforming. Ms. [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] signed a Vivint System Purchase and Services Agreement-Retail Installment Contract.  Every customer must sign this contratc, and if a customer does sign the contract, 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 contract is to verify certain information and ensure that the customer understands Vivint’s offer. Our records show that Ms. [redacted] signed the required System Purchase and Services Agreement-Retail Installment Contract on November 10, 2016.Ms. [redacted]’s signature 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 $60.99 each month during that term. Vivint relied on Ms. [redacted]’s signature to ensure that she understood her commitments to Vivint as outlined in the Agreement. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2256.63; however, in an effort to assist Ms. [redacted]’s, Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $1692.47.  Alternately, Ms. [redacted] has been offered a Vivint technician to come to her home and thoroughly inspect her Vivint system.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department 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

August 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 2012           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