Vivint Smart Home Security

April 29, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 2011        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 her account thirty days prior to the end of her initial term, but that Vivint charged her for service after this request.  Ms. [redacted] further alleges that Vivint has not refunded her this payment.   Vivint’s records indicate that Ms. [redacted] provided a written thirty day notice of cancellation to Vivint on March 4, 2015, and the account was cancelled on April 2, 2015.  Vivint will refund the payment taken on March 25, 2015.  A check in the amount of $[redacted] is being sent to the mailing address on file, to refund this payment.  Ms. [redacted]’s account is cancelled, and she 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

March 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 2012           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] claims that he has not been receiving service since May 12, 2016. He also states that a representative he spoke with did not inform him of the need for a written Notice of Cancellation. For these reasons, he would like a full refund.At this time, Vivint is willing to increase the previously offered refund amount from $250.00 to $620.91. Vivint has record of receiving signals from Mr. [redacted]’s panel since the date of his installation until May 12, 2016. We are refunding any payments made after that date. The account has already been processed for cancellation.In section 2.4 of the Agreement that Mr. [redacted] signed, it states that the contract will continue until a written notice of cancellation has been submitted. By signing this agreement, Mr. [redacted] represented that he understood the cancellation process. Vivint does not have record of a notice on file. This qualifies any payments taken throughout the duration of the initial agreement term as valid and legitimate. Despite the above information, Vivint has cancelled the account and will be refunding all payments made after May 12, 2016. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: August 22, 2011           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 issues with getting a technician out to her home. As such, Ms. [redacted] requests that her account be cancelled.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 a technician is scheduled to go to Ms. [redacted]’s home on August 26, 2017. Because of this cancellation is not warranted. 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

March 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, 2015           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. It has been agreed that Vivint will refund the 19 months of payments made for a total of $949.81, and immediately cancel the account. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 12,...

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 signed her Agreement without her permission and that she never knew about the trip fee for service visits.  Ms. [redacted] desires to have her system at the new home repaired without charge, and for Vivint to admit that they signed documents for her. A representative from Vivint has been in contact with Ms. [redacted] in an effort to resolve this matter.  Vivint dispatched a technician to Ms. [redacted]’s home on April 11, 2017 and waived the trip fee for this visit.  In addition, Vivint cancelled Ms. [redacted]’s Agreement for service at her previous home on April 6, 2017.  Vivint’s records show that Ms. [redacted] signed an Agreement for service at her previous home on June 5, 2015, and recently signed an Agreement for service at her current home.  Both Agreements state, on the back page, that it is the customer’s responsibility to pay a visit charge for each service call (Section 6: Repair Service).Despite this information, Vivint agrees to the above resolution in an effort to resolve any misunderstanding.  Ms. [redacted] has no further obligation to Vivint for her previous address, and Vivint has addressed her concerns regarding service at her current address.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: 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

February 21, 2018       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: August 7, 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 her doorbell camera has not worked properly. Ms. [redacted] requests cancellation and a refund.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty. No refund is warranted.   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 August 7, 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 $74.99 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.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     Ms. [redacted] contacted Vivint on September 7, 2015 to receive assistance with her doorbell camera. According to the contract, it is the customer’s duty to test the system monthly and notify Vivint of any issues. Vivint did not receive any further contact regarding the doorbell camera until the theft occurred in November of 2016.   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 of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: Douglas F[redacted] Vivint Account #: [redacted] Date of Agreement:  May 18, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. Douglas F[redacted] and appreciate the opportunity to respond. In his complaint, Mr. F[redacted] alleges that someone other than Douglas F[redacted] entered into the Alarm System Purchase and Services Agreement ("Agreement") with Vivint on May 18, 2015, and that Douglas F[redacted] did not sign the Agreement.  Mr. F[redacted] desires the Agreement to be terminated given these claims. A Vivint representative has attempted to contact Mr. Douglas F[redacted] to resolve this matter. Vivint has received a notarized copy of his signature and a copy of Mr. F[redacted]’s driver’s license. Based upon Mr. F[redacted]’s representations, Vivint will remove Douglas F[redacted] from its customer database. Additionally, Vivint will contact the collections agency assigned to collect Douglas F[redacted]’s past due balance to remove him from the debt owed to Vivint. The collections agency will also reverse any negative credit inquiries his credit report. It is important to note that it may take up to ninety days for his credit report to reflect the changes. Additionally, Vivint will cancel Douglas F[redacted]’s System Purchase and Services Agreement. Mr. F[redacted] may contact Vivint to arrange for the equipment's removal.Should 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]

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 24, 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 requested cancellation of his account at the end of his initial term, but that Vivint continued to bill him for service and he recently found out that he had to send an email requesting cancellation. Mr. [redacted] desires for his account to be cancelled and considered paid in full. At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty.  Vivint will also waive the past due balance of $53.36 on the account. Vivint’s records show that Mr. [redacted] signed an Agreement with Vivint on July 24, 2013, in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing with at least 30 days prior notice, and that if terminated, the Agreement ends on the last day of the thirty (30) day notice period (Vivint Purchase and Services Agreement, Section 2.4).  Mr. [redacted] called Vivint to inquire about cancellation on March 23, 2017, and at that time he was advised of the required written notice.  Mr. [redacted]’s written notice of cancellation was received on March 23, 2017, and his account had been invoiced for a month of service on March 15, 2017, before his 30-day notice.  Despite this information, Vivint agrees to the above resolution.  Mr. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

July 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Mike U[redacted] Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the...

information provided by Mr. U[redacted] and appreciate the opportunity to respond. In his complaint, Mr. U[redacted] alleges that he has Vivint’s wireless internet service, and that the service has recently been down for weeks at a time.  Mr. U[redacted] further alleges that he cannot get a service visit scheduled within a week of his requests.  Mr. U[redacted] desires six (6) months of free internet service to compensate for the unreliable service.Unfortunately, Vivint Wireless is unable to locate an account with the information given by Mr. U[redacted].  A representative from Vivint Wireless has recently attempted to contact Mr. U[redacted] by calling the phone number provided on this complaint, in an effort to resolve these concerns.  I would advise Mr. U[redacted] to contact Vivint Wireless at [redacted], for resolution of this matter.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]

December
4, 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: November 22, 2014To 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.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 13, 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: October 8, 2016                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he has experienced technical difficulties with his doorbell camera. Mr. [redacted] requests that Vivint stop charging him for this piece of equipment that is not working.   Vivint’s records indicate that a technician was sent to Mr. [redacted]’s home and the doorbell camera has been replaced with a working doorbell camera. Vivint has also issued a one-month credit to Mr. [redacted]’s account due to the inconvenience.   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, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Melinda S[redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 2012           To Whom It May...

Concern:I have reviewed the information provided by Ms. S[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. S[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. S[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]

March 1, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: February 20,...

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 has had equipment complications with her security system that were not resolved even after multiple technician visits. She further explains that she was pressured and lied to by Vivint’s representative at the time of sale. Ms. [redacted] desires cancellation of her Agreement without penalty. To assist Ms. [redacted] at this time, Vivint agrees to cancel her Agreement without penalty, effective immediately.Vivint’s records show that Ms. [redacted] notified Vivint of her equipment concerns, and Vivint dispatched technicians to her home on November 7, 2017, December 19, 2017, January 4, 2018, January 10, 2018, January 24, 2018, February 6, 2018, and February 21, 2018.   Although Ms. [redacted] is within the initial term of her Agreement, Vivint agrees to the above resolution after multiple attempts to resolve the issues with her system.  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.
Sincerely,
[redacted]

September 30, 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 10, 2016           To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] in her response and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she is worried about the removal of the equipment from her home. Ms. [redacted] requests that the equipment be removed from her home.A representative from Vivint has been in contact with 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] 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 28, 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 14, 2011...

          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 attempted to request cancellation of her account after years of service, but that she has been unable to. Ms. [redacted] desires cancellation of her service with Vivint. Vivint’s records show that Ms. [redacted] spoke with a Vivint representative on July 20, 2016, and was advised of the written notice of cancellation required to cancel her System Purchase and Services Agreement.  Ms. [redacted] provided Vivint with the written notice on that same day.  Pursuant to the signed Agreement, this written request provides a 30-day notice for Vivint to cancel the account (Section 2.4).  However, Vivint has cancelled Ms. [redacted]’s account, effective immediately, at her request.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

December 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: October 27,...

2017          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 was misled by a Vivint representative regarding the possibility of bundling his services with AT&T, and that he has had complications with the system that have not been resolved.  Mr. [redacted] desires either cancellation of his Agreement without penalty, or for Vivint to honor the promise of bundling at the time of sale.  A representative from Vivint has attempted to contact Mr. [redacted] and has sent an email with contact information.  A technician was dispatched to Mr. [redacted]’s home on December 14, 2017, but if Mr. [redacted] is still not satisfied with the system, Vivint is willing to cancel the Agreement without penalty after removal of the system from the home.  Vivint’s records indicate that prior to the installation of any equipment, Ms. Elsa [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the terms of the Agreement, 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 what was included in the Agreement.   Despite this information, Vivint agrees to the above resolution.  Mr. or Ms. [redacted] may contact Vivint’s representative directly if they would like to schedule an appointment for removal of the system, or if there are any other questions or concerns in this matter.  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