Vivint Smart Home Security

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]

August 22, 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 14, 2011            Date of Addendum:...

October 31, 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] explains that she cancelled her account in 2016 but she is still receiving bills from Vivint. As such, Ms. [redacted] requests that all billing attempts cease.Vivint agrees to cancel Ms. [redacted]’s account as of August 22, 2017. A Vivint representative recently attempted to contact Ms. [redacted] via email in and effort to resolve her concerns. Vivint’s records show that on July 14, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. However, Vivint spoke with Ms. [redacted] regarding her alarm service on October 31, 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 forty-two (42) 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 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. Despite this information Vivint agrees to the above resolution. Ms. [redacted]’s account will be cancelled as of August 22, 2017. Ms. [redacted] no longer has any obligation to Vivint. If Ms. [redacted] has any questions or concerns she may contact the Vivint representative who reached out to her.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 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

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]

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

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

Complaint: [redacted]
I am rejecting this response because: The company's representative lied to us to get us to sign up. This should void the contract.
Sincerely,
[redacted]

May 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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, Ms. [redacted] states that she was under the impression that she’d signed a two-year contract with Vivint as opposed to the standard five. She also claims that her bill from Vivint is much higher than she’d expected it to be. She is requesting immediate cancellation without penalty.At this time, cancellation without penalty is not warranted. However, Vivint is willing to offer Ms. [redacted] a 50% decrease on her contract buyout amount, for a total of $449.90.Vivint’s records show that on January 27, 2014, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months and a rate of $44.99 per month. By signing this Agreement, Ms. [redacted] represented that she understood and accepted the terms of the contract.  As of May 12, 2017, Ms. [redacted] has twenty (20) months remaining on her Agreement.Despite the above information, Vivint is willing to accept a 50% decrease on the amount currently owed. If Ms. [redacted] would like to take advantage of this offer, she may do so by contacting Vivint’s representatives. 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 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

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]

January 18, 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: May 19, 2007             Date of Addendum: March 24, 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] explains that she has experienced technical issues with her system and is currently receiving service from a different company. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with the [redacted]s regarding their alarm service on March 24, 2014.  They represented that they were satisfied with Vivint’s services and that they were interested in extending the term of their agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which the [redacted]s agreed.  Indeed, Vivint read the following statement, after which they 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.                                       Despite the information mentioned, the [redacted]s have 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

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

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

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

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]

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

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 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 2016           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that 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

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.