Vivint Smart Home Security

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]

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]

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

March 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: February 3, 2013           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response he explains that he was charged by Vivint again for the month of March. As such, Mr. [redacted] requests that the last payment be refunded back to him and his account cancelled.A representative from Vivint has previously contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. A refund of $54.11 was issued to go back to Mr. [redacted]’s account on March 16, 2017. Vivint records further show that Mr. [redacted]’s account with Vivint has been cancelled as of February 24, 2017. Mr. [redacted] does not have any obligations to Vivint. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

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

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

December 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April 30,...

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 has had complications with his security system that have not been resolved after technician visits.  He desires cancellation of his Agreement without penalty, removal of equipment from his home, a refund for the months he paid and did not have service, and repair of his wall from the doorbell installation. At this time, Vivint agrees to waive the remaining months of the Agreement and cancel Mr. [redacted]’s account, effective immediately.Vivint’s records show that Ms. [redacted] signed an Agreement on April 30, 2015 for an initial term of forty-two (42) months and a monthly services fee of $64.99, plus any applicable taxes, during that term.  Mr. [redacted] notified Vivint of some equipment concerns since installation of the system, and technicians were dispatched to his home on June 8, 2015 and February 23, 2016. Although Mr. [redacted] has had problems with the automation features of his system, Vivint’s central monitoring station has received signals regularly from Mr. [redacted]’s panel since installation.Cancellation of the Agreement is not warranted at this time; however, Vivint acknowledges the issues Mr. [redacted] has reported with his system, and is willing to waive the remaining months of the initial term to assist him.  Mr. [redacted] and Ms. [redacted] have no further obligation to Vivint.  A refund of payments for security service is not warranted, and the equipment in Mr. [redacted]’s home is his to do with as he pleases.  If there is damage to Mr. [redacted]’s home as a result of the system installation, he may contact Vivint’s Claim Resolution department by calling 1-800-216-5232, or he may send any pictures of the damage to: [email protected] 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 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 31, 2014           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] 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

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

September 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 13, 2014           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 a case with our Customer Loyalty department has been created in order to resolve this matter. Vivint’s Customer Loyalty department will be reaching out to Ms. [redacted] to reach the best resolution possible. 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]

August 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 2012           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact Vivint’s representative if he 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

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

March 9, 2018 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 9, 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] is disputing several charges from Vivint. Ms. Richman requests a refund of the charges. At this time, Vivint has nog agreed to refund any monthly fees; however, Vivint is willing to refund Ms. [redacted] the charges for the door lock and the trip fee in the amount of $251.22. Ms. [redacted] will receive this refund in the form of a check 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

July 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 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 she was misled by a Vivint representative regarding the capabilities of Vivint’s equipment. Ms. [redacted] further states that she has had equipment complications since the installation of her system that Vivint technicians have been unable to resolve. Ms. [redacted] desires removal of Vivint’s equipment and cancellation of her agreement without penalty.At this time, Vivint is willing to reduce Ms. [redacted]’s monthly monitoring fee by $10.00 for the remained of the agreement, and send a technician to her home to inspect the system. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Vivint’s records show that Ms. [redacted] first notified Vivint of her equipment concerns on June 1, 2017, and Vivint’s Scheduling department found an appointment for June 3, 2017. Ms. [redacted] again called Vivint on June 3, 2017, and an appointment was scheduled for June 7, 2017. Vivint’s records show that Ms. [redacted] was scheduled for an appointment on June 12, 2017 however; the Vivint technician was unable to keep this appointment. Vivint records further show, on June 16, 2017, Ms. [redacted] called Vivint to explain she felt the technician who installed the system did not take the time to properly train her how to use the system. Additionality, she reported that the equipment did not detect her window breaking after a ball was recently thrown through it.   The Vivint representative offered to send a technician to instruct her how to use the system, $20.00 off her monthly monitoring fee for five (5) months, and the extension of the Right of Rescission period to June 26, 2016.  Ms. [redacted] accepted this offer. On June 19, 2017 a Vivint technician was sent to her home to instruct Ms. [redacted] on how to use her system.Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge. Additionally, Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term. 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.The problem still remains - Why does Vivint make doing business with them so difficult? Why do they continue to charge even though they have received a certified letter canceling their service.  They are always looking for the gimmick.  
Sincerely,
Denny S[redacted]

November 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2008            Date of Addendum: May 20,...

2014To 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 he cancelled his service in July 2015, but Vivint continues to bill him for the service. Mr. [redacted] desires the cancellation of his account without penalty. Vivint’s records show that on May 30, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  As such, the initial term of the agreement would have lapsed on May 30, 2013, and continued as a month to month agreement. However, Vivint spoke with Mr. [redacted] regarding his alarm service on May 20, 2014. Mr. [redacted] represented that he was satisfied with Vivint’s services and thatshe was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) 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 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 Mr. [redacted]’s agreement without penalty is not warranted, however Vivint would like to assist Mr. [redacted]. Vivint has agreed to cancel the extension, and agreed to cancel the account. Vivint also agrees to waive any past due amount on the account. Mr. [redacted] no longer has any 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]

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]

December
16, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: December 2, 2013To 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
you have further questions or concerns regarding this response, please respond
to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax
number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

October 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 10, 2017           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his response Mr. [redacted] states that he experienced a break in at one of his nine business locations. Mr. [redacted] request a refund for all payments on all nine accounts. A representative from Vivint has attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint is in need of additional information from Mr. [redacted] to resolve his concerns. Vivint requests that Mr. [redacted] contact a Vivint representative at (801) 222-5875 to assist in resolve his concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]