Vivint Smart Home Security

April 15, 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: February 28, 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] alleges that he was misled by a Vivint representative regarding terms of the Agreement, and that Vivint will not allow him to cancel his agreement at this time.  Mr. [redacted] desires cancellation of his agreement without penalty, and a refund of the current month’s payment. Vivint’s records show that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on February 28, 2015. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Despite the above information, Vivint has agreed to cancel Mr. [redacted]’s account, without penalty.  A representative from Vivint has contacted Mr. [redacted], in an effort to resolve these concerns.  An appointment has been scheduled for the removal of Vivint’s equipment on April 16, 2015.  Following retrieval of the equipment from Mr. [redacted]’s home, Vivint will refund him all monies paid to Vivint, the Agreement will be cancelled, and Mr. [redacted] will 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: [redacted], attention Department 160 – Legal. 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

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]

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.
Sincerely,
[redacted] Thank very much for your help, it is greatly appreciated!Amber Moellmer

May 13, 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 27, 2009        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 cancelled his account with Vivint, but Vivint is refusing to refund him his unused portion of his final service fee. Mr. [redacted] desires a refund of the final payment, an additional refund of $100.00 for the inconvenience, and a letter of apology. Vivint records indicate that Mr. [redacted] signed two Purchase and Services Agreements (“Agreement”) with Vivint. The first was signed on May 26, 2009 and the second on June 16, 2012. In Section 2.4 of both Agreements is state that Mr. [redacted] agrees to provide Vivint with a 30 day written notice of cancellation. Vivint received Mr. [redacted]’s written notice of cancellation on February 13, 2016, and his account was closed on March 13, 2016.Mr. [redacted]’s billing date fell on the 25th of every month. As Mr. [redacted] provided his notice of cancellation after January 25, 2016, Mr. [redacted] was responsible for the final payment on February 25, 2016. Vivint invoiced Mr. [redacted] for his payment on February 25, 2016, however Vivint’s records indicate a returned payment was received on March 3, 2016 and the payment was returned to Mr. [redacted]’s bank account. Because of this Vivint charged Mr. [redacted] an $18.00 insufficient funds fee. Mr. [redacted] currently has a past due balance with Vivint of $66.70. Despite the above information, in resolution to this matter, Vivint is willing to waive the past due balance. 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]

March 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: February           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. An appointment to come pick up the equipment has been scheduled for March 17, 2017. Vivint’s records indicate that this matter is in the process of being resolved to Ms. [redacted]’s satisfaction. If Ms. [redacted] has any additional questions, she may contact Vivint 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

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]

April 29, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 2011        To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she requested cancellation of her account thirty days prior to the end of her initial term, but that Vivint charged her for service after this request.  Ms. [redacted] further alleges that Vivint has not refunded her this payment.   Vivint’s records indicate that Ms. [redacted] provided a written thirty day notice of cancellation to Vivint on March 4, 2015, and the account was cancelled on April 2, 2015.  Vivint will refund the payment taken on March 25, 2015.  A check in the amount of $[redacted] is being sent to the mailing address on file, to refund this payment.  Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

Complaint: [redacted]
I am rejecting this response because:i have spoke to another associate and they have advised again all the equipment will not be moved  no one in this company is in the same page, what a joke  I want the contract cancelled due to failure by the company to execute and the deception illustrated by it crooked employees  
Sincerely,
[redacted]

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

2016                         To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that Vivint signed her Agreement without her permission and that she never knew about the trip fee for service visits.  Ms. [redacted] desires to have her system at the new home repaired without charge, and for Vivint to admit that they signed documents for her. A representative from Vivint has been in contact with Ms. [redacted] in an effort to resolve this matter.  Vivint dispatched a technician to Ms. [redacted]’s home on April 11, 2017 and waived the trip fee for this visit.  In addition, Vivint cancelled Ms. [redacted]’s Agreement for service at her previous home on April 6, 2017.  Vivint’s records show that Ms. [redacted] signed an Agreement for service at her previous home on June 5, 2015, and recently signed an Agreement for service at her current home.  Both Agreements state, on the back page, that it is the customer’s responsibility to pay a visit charge for each service call (Section 6: Repair Service).Despite this information, Vivint agrees to the above resolution in an effort to resolve any misunderstanding.  Ms. [redacted] has no further obligation to Vivint for her previous address, and Vivint has addressed her concerns regarding service at her current address.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

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

Revdex.com:Vivint has offered a resolution to the issues that we have had with them.  I have excepted there offer and I am happy with what Vivint and I agreed too.  Thank you for all your help.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:As stated in my previous message, I attempted to maneuver service but was advised that service was not available.  I have since entered into a new service contract with another provider and cannot pay for service I’m not utilizing.
Sincerely,
[redacted]

June 15, 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: June 28, 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 Ms. [redacted] in an effort to resolve the concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a resolution.   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

Complaint: [redacted]
I am rejecting this response because: I have to reject this response because the letter that I received offered my family and I $200 to make repairs to our house. The damages to our house total more than the $200 that was offered. After speaking on the phone with a representative I explained that we will get a contractor to give an estimate in writing and we will give this to them yet to see if they will match their offer but the extent of the damage $200 is not enough to repair our house.
Sincerely,
[redacted]

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

August 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: May 21,...

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] states that he was misled by Vivint regarding the initial term of his Agreement and the monthly services fee at the time of sale.  Mr. [redacted] desires cancellation of his Agreement without penalty.Vivint’s records show that Mr. [redacted] signed a System Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly services fee of $70.99, plus applicable taxes, during that term.  Mr. [redacted] contacted Vivint on March 2, 2017 to request cancellation of his account due to the monthly fee.  Vivint advised that Mr. [redacted] was within his initial term but offered to downgrade the system and reduce the monthly fee. Mr. [redacted] did not accept this offer.Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after February 2017.  As such, the account was cancelled and transferred to an outside collections agency after 120 days of non-payment.  Mr. [redacted] must settle the balance of his account with the outside collections agency 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

August 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 2017To 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 agreed to a Vivint installation while under the impression that he’d be able to remotely operate the equipment without paying a monthly monitoring fee. He is requesting a full refund of the equipment charge, or a significant reduction of the monthly fee. At this time, Vivint is willing to offer $10.00 off the standard monitoring fee to compensate Mr. [redacted] for this misunderstanding. Vivint’s records show that on June 14, 2017, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of one month. By signing this Agreement, Mr. [redacted] represented that he understood and accepted the terms of the contract. As stated in the Agreement, the customer’s right to use Vivint’s Software is immediately forfeit upon termination or expiration of the monitoring service. This includes Vivint’s mobile app. In order to utilize Vivint Software, Mr. [redacted] must pay a monthly monitoring fee. Despite the above information, in resolution to this matter, Vivint agrees to the offered discount. Mr. [redacted] may contact Vivint’s representatives to take advantage of this offer.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