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]

April 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 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 there have been various issues with the system and he has spent multiple hours on the phone in order to get them resolved. He is requesting a fair resolution for these experiences. Vivint’s records indicate that Mr. [redacted]’s Vivint account was cancelled and sent to a Collections Agency on December 29, 2015 due to a lack of payment. If they would like to reinstate service with Vivint, they will need to pay the write-off amount of $275.00.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 16, 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 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] explains that he cancelled his account within the allotted cancellation period; however, he has not received his refund for the monies paid.   Vivint’s records indicate that a refund of $42.39 will be issued to the credit card 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

September 2, 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 12,...

2011        Date of Addendum: August 26, 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 she has been a customer of Vivint since 2011 and has requested cancellation of her service but continues to be billed by Vivint. Ms. [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint will cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on May 12, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on August 26, 2015.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for a reduced monthly service fee.  Based upon this representation, Vivint offered a twenty-four (24) 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 twenty-four months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Ms. [redacted] sent Vivint a written notice of cancellation on July 23, 2016; however, she was still in the extended term of her Agreement and as such cancellation was not warranted.  Despite the fact that the extended term ends in August 2017, Vivint agrees to the above resolution.  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

February 10, 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 22, 2012            Date of Addendum:...

August 17, 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 attempted to cancel his account, but Vivint declined sighting an extension. Mr. [redacted] also states that he did not recall approving the extension. He desires cancellation of his agreement without penalty.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account.  Vivint’s records show that on February 22, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on August 17, 2015.  Mr. [redacted] represented that he was interested in extending the term of his agreement in exchange for a lower monthly payment.  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. Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representative if he has any further 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

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]

Complaint: [redacted]
I am rejecting this response because: I maintain my stance on this matter. I was clearly told by Vivint's Sales Representative I could cancel my account at anytime without penalty and those are the only terms I will accept.  
Sincerely,
[redacted]

July 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Barbara J[redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. J[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. J[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. J[redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I want to make sure that just like they put their equipment up and removed mine that they reinstall my old equipment in the correct working manner it was when they came. I also want paperwork stating that I will be out of contract with them and that I will not owe fees to them. 
Sincerely,
[redacted]

April 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: April 25, 2014                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he explains that he was misled regarding the amount of equipment his Vivint system could support. He is requesting cancellation of his agreement. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. After offering Mr. [redacted] cancellation, he and his wife decided that they would rather have a system upgrade and extra equipment. Vivint complied with this request, however, Mr. [redacted] ultimately decided to cancel his agreement. Mr. [redacted]’s agreement has been cancelled and he 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]

May 26, 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: July 1, 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]’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, [redacted]. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is better than the business would give me over the phone. I will accept the offer in order to cut ties with this company. It's a shame that it requires so many steps to get an account cancelled after being lied to and not provided with all the equipment my package consisted of. This however is the American way 
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. Sorry we did not respond.  Yes!  Vivint called us finally and the issue is resolved.  Thank you for your help--we obviously could not have done it without you as we have been trying to resolve it since Jan!Respectfully,[redacted] and [redacted]

June 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: May 1, 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] explains that his account was charged for equipment which he did not agree to. Mr. [redacted] requests cancellation of his account and a refund of the cost of the equipment.     Vivint’s records indicate that updated paperwork was sent to Mr. [redacted] to sign. Mr. [redacted] did not sign the paperwork within the allotted time period; as such, the equipment was not able to be added to the loan and Mr. [redacted] was charged.   Despite this information, Vivint is willing to cancel Mr. [redacted]’s account upon receipt of the equipment. Additionally, a refund of all monies paid will be refunded. Vivint advises that Mr. [redacted] contact the representative who has reached out to him via phone and email to schedule a system removal appointment.   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 pay 59.99. per month, and not $10. I have two cameras in which I had to pay for, which was more than $110 they are offering. I just had a service tech come out last week, and both cameras are still not working. I would like to be refunded the FULL amount I had to pay for the cameras. Also, when they remove the doorbell camera, they need to replace it with another doorbell. I have all my billing statements if needed. I have been paying 59.99 just for monitoring, which is a rip off in itself.  
Sincerely,
[redacted]

March 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] states that she has received no contact from Vivint representatives and has not received the processed refund of $64.65. Vivint records indicate that Ms. [redacted]’s refund was processed to her bank account on February 21, 2017. A Vivint representative attempted to contact Ms. [redacted] by phone at the number which she provided (301) 249-1225 to confirm this information, Ms. [redacted] did not answer and a voicemail was left. If Ms. [redacted] would like a receipt for the return she may reach out to the Vivint representative directly. Vivint considers this matter resolved.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 7, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 26, 2015                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, she alleges that she was charged a false alarm fee. She also alleges that she has been experiencing issues with her alarm system and nobody has fixed it for her. Ms. [redacted] is requesting to have her account cancelled. On October 19, 2015, Ms. [redacted] reached out to Vivint and explained the issues that she was experiencing with her equipment. A representative attempted to reach out to the customer via phone but the customer did not answer. A technician was never sent out to her home. On January 1, 2015, Ms. [redacted] called in unhappy about a false alarm fee she was charged. Cancellation without penalty is not warranted. However, since Ms. [redacted] notified Vivint of the equipment issues before the false alarm fee was charged, Vivint has agreed to refund Ms. [redacted] the false alarm fee. Vivint will also send a technician to inspect Ms. [redacted]’s system. A representative from Vivint has recently attempted to contact Ms. [redacted] via email and phone in an effort to resolve her concerns. If she wishes to take advantage of this offer, she may reach out to that representative. 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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is fair even though I do not agree wholeheartedly of how they do business with consumers and attempt to cover up for their dishonest employees.
Sincerely,
[redacted]

December 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: November 19, 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] alleges that she requested cancellation and it was not honored. Ms. [redacted] desires for her account to be cancelled. Vivint’s records show that Ms. [redacted] called into Vivint Inc. (“Vivint”) on November 30, 2015 and was instructed to send a written Notice of Cancellation in order to proceed with her cancellation of her Purchase and Service Agreement (“Agreement”). A Notice of Cancellation was never received by Vivint. Vivint was correct in denying her cancellation without a written notice as stated in Section 5 of her Agreement. In an effort to assist Ms. [redacted], Vivint will cancel Ms. [redacted]’s account once Viivnt’s equipment has been removed. No payments have been made on the account, therefore no refund is warranted once the account is cancelled. I would advise Ms. [redacted] to call into Vivint’s Customer Loyalty department at ###-###-#### or reach out to the representative that has tried to contact her so that she may schedule this appointment. 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]

February 27, 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 9, 2009             Date of Addendum: May 10, 2016                                       To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she has experienced multiple issues with her system. Ms. [redacted] requests that Vivint cancel her account without penalty.   At this time, Vivint is willing to immediately cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on May 10, 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 twenty-four (24) 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 twenty-four 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, 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