Vivint Smart Home Security

January 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: N/A        Date of Agreement: N/A   ...

      To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that her tenant had a Vivint system installed in her home and that the tenant has moved out but Vivint will not assist in turning off the alarm system or removing it from the home.  Ms. [redacted] desires for Vivint to turn off the system and to remove the equipment from her home.  Ms. [redacted] is not a customer of Vivint.  Vivint installed an alarm system at the property in question with the signed authorization of the account holder.  Pursuant to the signed Agreement with Vivint, the account holder is also responsible for any damages that may have occurred as a result of the installation.  To ensure our customers’ security, Vivint does not provide technical assistance or account information to a third party and therefore could not assist Ms. [redacted] in disabling the system.  However, our records show that Vivint’s monitoring of the system at the property in question has been cancelled due to non-payment.  If Ms. [redacted] wishes to power down the alarm panel, she may disconnect it from its electrical outlet.At the time of installation, the account holder participated in a telephonic Pre-Installation survey to ensure that the terms and conditions of the signed Agreement were understood.  During this conversation, Vivint asked the customer if she was the homeowner, and she answered that she was.  Vivint asks this question as a courtesy, but home ownership is not a requirement of the signed Agreement.  At this time, Ms. [redacted]’s tenant bears responsibility for the installation of this system in the home and for any damages it may have incurred.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 to terminate my contract  reference to complaint ID [redacted], and I find that this resolution is satisfactory to me.
Sincerely,
[redacted]

March 16, 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 30, 2011           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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]‘s satisfaction. Her Vivint system has been cancelled effective immediately. Ms. [redacted] has no financial obligation with 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

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]

December 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, 2009           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], Ms. [redacted]’s daughter, in an effort to resolve their concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted] satisfaction. Ms. [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

December 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  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] and appreciate the opportunity to respond. In her response, Ms. [redacted] states that she does not recall performing a Pre-Install Survey and further explains that if she did it did not make any statements regarding WiFi. Ms. [redacted] also states that she continues to experience technical issues with her system. She requests cancellation of her account with no penalty.Vivint maintains its position as previously stated. Ms. [redacted] is correct, the Pre-Install Survey which she completed did not make any direct statements regarding internet service for her security system. However, as previously noted during the survey she did state that the sales representative did not make any promises or commitments which were not written on the Agreement. Section 13 of the Agreement states that some device features may require internet connection and it is her responsibility to provide that internet connection. Video playback requires an internet connection and that feature will not function without it. Ms. [redacted] may also experience issues with camera connectivity due to the lack of internet service in her home. Should she desire cancellation Vivint remains willing to reduce Ms. [redacted]’s buyout amount by 40% to $988.03. Alternatively, Vivint is willing to lower Ms. [redacted]’s monthly rate by $10 for the duration of her initial term. Should Ms. [redacted] wish to take advantage of either of these offers she should contact Vivint’s Customer Loyalty department at (800) 216-5232 ext. 5020.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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and their legal team has contacted me and agreed to cancel our contract and refund the money paid.  I am satisfied with this resolution.
[redacted]

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]

Sorry about that. Vivant had addressed my complaint.  I now consider this complaint resolved. Thank you for all your help.

June 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: March 20, 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 she has any additional concern, she may contact 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]

February 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 1, 2014          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 misled by a Vivint Inc. (“Vivint”) representative regarding contract terms, and now is unable to cancel his System Purchase and Services Agreement (“Agreement”) now that he is moving.  Mr. [redacted] desires cancellation of the Agreement without penalty and his equipment picked up.  Vivint’s records indicate that his initial term length can be found on his Agreement under Section 2.1. A copy of his Agreement has been attached by Mr. [redacted] and also by Vivint. Unfortunately, changing residence is not grounds for cancelling the Agreement. Mr. [redacted]‘s Agreement began on August 1, 2014, and continues for an initial term of 60 months. He agreed to pay $[redacted], each month throughout that term. Vivint makes various options available to ensure that he can fulfill his obligation under the terms of his Agreement. (1) Vivint could remove the system from Mr. [redacted]’s home and install it at his new residence. (2) Vivint can install a new system at Mr. [redacted]’s new residence for a nominal fee. (3) Mr. [redacted] may pay off the remaining balance of his Agreement, currently $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $[redacted] (4) Vivint will allow Mr. [redacted] to transfer the remaining balance of the Agreement to a third party who can fulfill the terms on his behalf. If Mr. [redacted] is requesting a military move, more information can be given regarding our military move policy. 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 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, 2015           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. It has been agreed that Vivint will tailor an appointment to Mr. [redacted]’s schedule in order to ensure that the system has been installed to his complete satisfaction. Vivint’s records indicate that this will resolve the matter to Mr. [redacted]’s satisfaction. If he has any further questions or concerns, he may contact 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 18, 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: December 9, 2011           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.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]

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

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

November 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 29, 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 Ms. [redacted] in an effort to resolve their concerns. Vivint’s records indicate that this matter is in the process of being resolved to the [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

Complaint: [redacted]
I am rejecting this response because:I will call the legal depart as advised, however a new issue has arisen.I was not given an owners manual with directions for using the system. I have spoken to MANY people at Vivent since the system was installed and have recieve nothing but broken promises. Please have an Owners Manual shipped ASAP.
Sincerely,
[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]

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 problem still remains - Why does Vivint make doing business with them so difficult? Why do they continue to charge even though they have received a certified letter canceling their service.  They are always looking for the gimmick.  
Sincerely,
Denny S[redacted]