Vivint Smart Home Security

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

May 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April 13, 2013...

          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 moved and then requested cancellation of her Agreement at the end of her initial term, but that Vivint has continued to charge her. Ms. [redacted] desires a refund of the monies she has paid to Vivint for the seven (7) months since the end of her Agreement term.In an effort to assist Ms. [redacted] at this time, a refund in the amount of $421.20 will be sent back to the bank account on file, to refund payments made for service since November 4, 2016. Vivint’s records show that Ms. [redacted] signed an Agreement on April 13, 2013, in which she agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no later than 30 days before the end of the original term or any renewal term (Vivint System Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was not provided by Ms. [redacted] until April 21, 2017, so her account was invoiced for service monthly until that date.  Despite this information, Vivint understands that Ms. [redacted] has not used her service and requested cancellation verbally on October 4, 2016.  Vivint agrees to the above resolution and will refund the monthly service charges since 30 days after Ms. [redacted]’s verbal cancellation request.  Ms. [redacted] may expect her refund back in her account 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

November 18, 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 9, 2013                                                                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 was unaware of Vivint’s 30-day cancellation policy that is written in her agreement. Ms. [redacted] requests that Vivint credit her account for the days that she did not received service.   Although not warranted, Vivint has agreed to waive Ms. [redacted]’s November payment out of goodwill. 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

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

Complaint: [redacted]
I am rejecting this response because: I’m a not asking for information regarding my previous tenants. All I’m asking is to know if if they have canceled they’re services for the property located at [redacted] [redacted]. We had to changed the thermostat that was being controlled by my old tenants because it appears that they still had their account active with vivint for my property which they had already vacated since May31, 2017.When we called last week one of the representatives stated that the services for my property were still active. Today when the representative from vivint called he said that he wanted me to fax a document stating that I was the owner. First of all , they needed to had obtain permission from me or my husband, owners of the property to install any equipment in our property and second if we have been calling since June why haven’t they contacted My old Tenants to verify that they had already vacated the property. Another thing is why are they asking me for legal proof that my husband and I own the property when in the first place they should of asked my tenants for my or my husbands written authorization to allow vivint to install any kind of equipment in our property. I just would like some kind of proof that the service for my old tenants at the property listed above has been canceled. 
Sincerely,
[redacted]

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]

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  April 03, 2015To Whom It May Concern: I have reviewed the information provided by...

Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. ** alleges that we ignored her request for cancellation within her Right of Rescission period. Ms. ** further alleges that she made telephonic attempts to communicate her request to cancel but was refused as she could not verify her Verbal Passcode.  Ms. ** desires the equipment removed from the home, the Agreement terminated, and a refund of payments made.Vivint’s records indicate that Ms. **’s paperwork had been received within the Right of Rescission period and attempts were made to contact her of such. Records also indicate Ms. ** placed a call into our Customer Loyalty department to follow up on the matter, but was unable to confirm her Verbal Passcode. As such, we were unable to assist with her request at that time. The Verbal Passcode is used to verify we are speaking with the Account Holder – as they are the creator of such – and allows us to protect the sensitive information found on the account. Requests, like cancellation, will not be taken unless the Verbal Passcode is provided.At this time, Vivint’s records show that Ms. **’s System Purchase and Services Agreement with Vivint, Inc. has been cancelled. Additionally, she has been refunded for the payments made on the account in the amount of $[redacted], and she has been scheduled for the removal of the equipment of her home as requested. 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 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 24, 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 in September of 2016 her service was transferred to a friend who then relocated out of the country. Ms. [redacted] states that the service should have been cancelled at that time. She requests cancellation of her Agreement with no penalty and a refund of payments.Vivint records indicate that Ms. [redacted] did attempted to transfer her service to [redacted] in September of 2016. However, Ms. [redacted] did not sign paperwork and relocated to Taiwan before the transfer could be completed. As the account transfer was not completed Ms. [redacted] is still responsible for her account.A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $3,691.48; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $2,768.61.  Alternately, Vivint has offered to waive the normal fee if Ms. [redacted] wishes to have her system moved. 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, or she may contact the representative she has been working with 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]

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 find that this resolution is satisfactory to me.
Sincerely,
[redacted]

March 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 18, 2017  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] states that his Agreement was incorrectly extended by Vivint and that Vivint failed to repair his security system. Mr. [redacted] requests cancellation of his Agreement with no penalty.Vivint maintains its position as previously stated. Vivint’s records show that Mr. [redacted] had the system moved into a new residence on May 13, 2017, at this time Mr. [redacted]’s Agreement was not extended and his original Agreement remains in full force and effect. Records indicate that Mr. [redacted] made no effort to alert Vivint to technical problems with his system following that date. Mr. [redacted] ceased making payments to Vivint after May 2017. In accordance with the Agreement Mr. [redacted]’s account was cancelled and transferred to a third party collections agency on September 29, 2017.Should Mr. [redacted] pay the past due balance on his account Vivint is willing to continue service and provide a technician to address Mr. [redacted]’s service issues. If Mr. [redacted] is not interested in this offer then he must settle the balance of his account with the outside collections agency.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. Thank you for contacting me and resolving this issue. 
Sincerely,
[redacted]

February 15, 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: July 9, 2010                                                               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 her account was supposed to be cancelled in January of 2016; however, it remains active. Ms. [redacted] requests cancellation of her account and a refund.   Ms. [redacted]’ account was cancelled on February 7, 2017. Additionally, Vivint has agreed to refund $58.51 to her account which will arrive within 7-10 business days. 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

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

February 17, 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 16, 2015           To Whom It...

May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he has had issues with the equipment and was told that he could cancel his account after a year of service. As such, Mr. [redacted] requests cancelation of his account.A representative from Vivint has recently attempted to contact 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 (“Agreement”) on September 16, 2015. Mr. [redacted] agreed to an original agreement term of forty-eight (48) months. Therefore we are still within the agreement term. Vivint has also never been informed that Mr. [redacted] was experiencing issues with his system. Therefore Vivint has not had an opertunit to fix any of the issues Mr. [redacted] might be experiencing. Because of these facts cancelation of the account without paying the cancelation fees is not warranted.In an effort to assist Mr. [redacted] Vivint is willing to set up a time for a technician to go to his home to fix any issues with the system without any cost to Mr. [redacted]. If Mr. [redacted] still wishes to cancel his account early then he may contact Vivint’s Customer Loyalty 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

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]

Complaint: [redacted]
I am rejecting this response because:Thank you for your response.  I am aware that I signed a 42 month contract to receive services.  I signed after I was misinformed about the contract.  This is the problem.  I have called in multiple times and your company is more interested in the signed contract than the person behind the signature.  In order for your company to be successful and receive positive customer service feedback you will need to start to learn to look ateverything' on a case by case basis.  Looking back, I was stupid to trust a salesman that was clearly receiving commission.  It's concerning that you are fine backing salesman and in some cases, I'm sure, almost encouraging untrustworthy salesman.  All they need is a signature and they get their commission.  You are currently charging me a monthly monitoring fee.  What are you monitoring?  I have moved.  I am in an apartment where it isn't even an option to install the equipment.  I am willing to provide a letter from my management team in regards to this if you wish.  You are charging me for nothing.  I have offered to return equipment but I was told that it was mine after a year.  Then what exactly am I paying for if the equipment is mine.  Colton (the supervisor) I spoke with on November 11, then ask me the question, " How else are we supposed to earn our money?" I don't have s interest In being a part of a company that doesn't care that they are charging for nothing.  That doesn't care if their sales representatives are lying, as long as their is a signature.  I would encourage you to look into the sales of Javier [redacted] **., Our sales representative.  I am willing to pay a one time fee of $75.00 to have help reaching an outcome that is fair.
Sincerely,
[redacted]

August 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: July 20, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that one of her cameras was never installed despite making her monthly payments to Vivint. Ms. [redacted] desires a refund of all monies paid to Vivint and her camera installed or cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty. Vivint has sent a refund of $60 to Ms. [redacted] in the form of a check. A representative will reach out to Ms. [redacted] to schedule an appointment to have her camera installed. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on July 20, 2015. Vivint has been providing monthly monitoring service since the system was installed and as such, a refund of all monies paid to Vivint is not warranted. The camera portion of Ms. [redacted]’s billing account is $3 per month, Ms. [redacted] would normally receive a credit of $36 for the downtime of one camera. As an effort of goodwill Vivint has sent a refund of $60 to 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

July 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Ramiah K[redacted] Vivint Account #: [redacted] Date of Agreement: April 18, 2015           To Whom It May Concern:I have...

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

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]