Vivint Smart Home Security

June 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 11, 2013 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 immediately refund the $68.99 taken from his account and cease any attempts to collect further payment. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted] Chief Compliance Officer

September 22, 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: August 17, 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 was unaware of any contract term length regarding his account with Vivint. Mr. [redacted] requests that Vivint refund him all monies paid.   Mr. [redacted]’s account has been cancelled out of goodwill; however, a refund is not warranted. Mr. [redacted], as he mentioned, received the benefit of the service while knowingly paying for the service.   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 have not been contacted by any representative by email. I have been contacted daily from a rep. in the Aliquippa, Pa office asking for payment on my delinquent account though!
Sincerely,
[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

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]

May 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: May 23, 2014           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint, he explains that he has experienced issues with the system that caused him to cancel his system. However, because Mr. [redacted] was within the term of his agreement he had to pay $300 to cancel his account  A representative from Vivint has recently contacted Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on May 23, 2014. Mr. [redacted] agrees to an original agreement term forty-two (42) months and to pay Vivint $49.99 each month of that term. Vivint records further indicate that on May 17, 2017, Mr. [redacted] called into cancel his account. At that time Mr. [redacted] had six (6) months remaining on his agreement term. To complete the agreement Mr. [redacted] paid off the remaining months of the agreement. Because this payment was to uphold the agreement no refund is warranted. If Mr. [redacted] has any questions or concerns he may contact Vivint’s Customer Care Department.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 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

Complaint: [redacted]
I am rejecting this response because:
We entered a contract based on the fact the the equipment would work. We have had nothing but issues with our equipment and our service since the beginning. They are not keeping their end of this contract with working service. It is laughable that we can get working equipment. The service is always offline, the camera doesn't work, the app doesn't work and we had to get a locksmith to open our front door because the keypad, app and key didn't work. Clearly Vivint is not upholding their side of this contract. 
Sincerely,
[redacted]

October 19, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: May 28, 2008                                                                To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint spoke with Mr. and Mrs. [redacted] regarding their alarm service on May 22, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [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.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Despite the information above, Vivint has agreed to refund half of the amount that the [redacted] agreed to pay in order to buyout the rest of their agreement. The [redacted] will receive a refund of $299.91 which will go back into their visa account within 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 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

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]

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] As long as the Vivint  representative follows through with their promise.

January 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 9, 2015         To Whom It May Concern:I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] states that he did not sign a contract for a system in Tennessee. Vivint’s records indicate that on May 9, 2015, Mr. [redacted] signed a Purchase and Service Agreement with an initial term of forty-two (42) months for the address in question. Additionally, Vivint has previously conducted a forgery investigation into the account and determined that all signatures on file match the signature provided.  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 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

November 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:  March 25, 2015 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 faxed a notice of cancellation to Vivint within three (3) days of installation. He further explains that he has moved from the home the system was located yet continues to be billed for service. Mr. [redacted] requests cancellation of his account and a refund of all payments since March 2015.At this time Vivint agrees to cancel Mr. [redacted]’s Agreement with no penalty.A Vivint representative has contacted Mr. [redacted]’s wife in an effort to resolve their concerns. Vivint’s records indicate that a notice of cancellation was not received from Mr. [redacted] until October 2017. In regards to Mr. [redacted]’s change of address, had Mr. [redacted] contacted Vivint, Vivint would have had the ability to relocate services to his new home. This change of address would not qualify his account for early termination.Despite this information Vivint has agreed to cancel Mr. [redacted]’s Agreement with no penalty. If Mr. [redacted] is able to provide verification that a notice of cancellation was sent to Vivint on or before March 30, 2015 in accordance with the instructions on the printed Notice of Cancellation Vivint will refund all payments from that date to present. Until that verification is provided 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: (801) 765-5759 attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

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

February 3, 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 27, 2014                                                               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 experienced multiple technical issues with her system. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account. The return of the equipment is not required; however, Ms. [redacted] is welcome to send the equipment to Vivint if she would like.   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 to terminate my contract  reference to complaint ID [redacted], and I find that this resolution is satisfactory to me.
Sincerely,
[redacted]