Vivint Smart Home Security

Response:May 20, 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: August 12, 2009           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 her account was incorrectly invoice, and requested cancellation. Ms. [redacted] further alleges that she is now being charged by Vivint for missed payments that she believes are unfounded. Ms. [redacted] desires that Vivint forgive the pass due amount.Vivint’s records indicate that Ms. [redacted] requested cancellation of her account on May 11, 2015, and that same day, Vivint cancelled Ms. [redacted]’ account. At the time of cancellation, Ms. [redacted]’ account was past due for two (2) months of service. In an effort to assist Ms. [redacted], Vivint has agreed to waive the past due amount. 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]

January 14, 2015 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 11, 2009             Date of Addendum: June 19, 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] alleges that she does not recall extending the term of her agreement with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty. Vivint’s records show that on June 11, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. As such, the initial term of the agreement lapsed on October 11, 2012 and continued on a month to month basis. However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 19, 2013. 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 thirty-nine (39) 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. Although the extension is valid, in an effort to resolve this matter Vivint has agreed to the cancellation of Ms. [redacted] account. Ms. [redacted] no longer has an 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]

September 26, 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: January 27, 2015                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. and Mrs. [redacted] and appreciate the opportunity to respond.   In their complaint, they explain that they were mistakenly charged for the month of September. They request a refund of $49.99 and that their obligation to Vivint be terminated.   Vivint’s records indicate that the [redacted]’s account was cancelled on September 22, 2016. In addition, their account was refunded the amount of $49.99 on September 16, 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

August 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: July 21, 2016           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.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

January 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: May 17, 2014           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that she has had some issues with the equipment in her home working properly and the customer service. As such, Ms. [redacted] requests that her account with Vivint be canceled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. A technician was out to Ms. [redacted]’s home on January 9, 2017, and was able to fix the issues with equipment. Vivint is grateful for Ms. [redacted]’s feedback about her Vivint experience and it has been passed along to the proper management to better Vivint’s service. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she 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

February 23, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of...

Agreement: August 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] states that he has had equipment complications with his security system that have not been resolved. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on August 1, 2017with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that term, and a total equipment fee of $2,390.25.Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on August 17, 2017, and Vivint’s Scheduling department found an appointment for August 18, 2017. During this appointment, a Vivint technician relocated Mr. [redacted]’s outdoor camera to face his driveway, installed a Vivint Space Monkey and, informed Mr. [redacted] on how to use the Vivint system. Mr. [redacted] again called Vivint on January 17, 2018, and a new Vivint Space Monkey was shipped to Mr. [redacted] on January 22, 2018.Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call Customer Care at 1-800-216-5232 to schedule an 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

November 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 7, 2014         To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that her system has not operated correctly. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that Ms. [redacted] is eligible for early termination without penalty as long as Vivint can remove the security equipment from her home. If Ms. [redacted] desires to take advantage of this offer she may call into Vivint to schedule a time for the system removal. 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, 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]

October 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 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 the installation of his Vivint system was not done to his satisfaction, and that he has had equipment complications since then and removed his panel. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Vivint’s records indicate that following the installation of the Vivint equipment, Mr. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mr. [redacted] completed the required Post-Installation Survey on June 15, 2015. During the recorded Post-Installation Survey, Mr. [redacted] represented that he was aware of the Right of Rescission period for cancellation of his account, that he was satisfied with the installation of his system, and that he was having problems with his phone at the time and therefore had not installed the phone application.  Vivint relied on these representations to ensure that Mr. [redacted]’s installation was complete and that he was able to use his system. Mr. [redacted] has notified Vivint of his concerns with the equipment, but has declined Vivint’s offer to schedule a service visit to address these concerns.  Mr. [redacted] signed a 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 and a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Vivint believes that repair, rather than cancellation, is the proper course of action at this time.  In an effort to assist Mr. [redacted], I have credited his account for a free month of service.  Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge.  If it is determined by this Field Service Professional that the system is not able to communicate or function properly in Mr. [redacted]’s home, Vivint may further review his request to cancel the Agreement without penalty.  I would advise Mr. [redacted] to call Customer Care at ###-###-####, and 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]

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: July 14, 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 has been experiencing technical concerns that Vivint has not been able to resolve. Ms. [redacted] desires the cancellation of the agreement without penalty. Vivint’s records indicate that that Ms. [redacted] contacted Vivint on August 3, 2015 to report a concern with her doorbell camera. A Vivint representative attempted to troubleshoot the doorbell camera over the phone, but was unable to resolve the concern. An appointment with a Vivint field service professional was scheduled for August 6, 2015. On August 7, 2015, Ms. [redacted] called Vivint to report the doorbell camera was still experiencing difficulties. A Vivint representative scheduled a field service appointment for August 14, 2015. The field service professional noted that the doorbell camera needed to be replace, but did not have and extra one with him. The doorbell camera needed to be ordered and sent to the technicians in the area; however Vivint was experiencing an equipment shortage with their doorbell cameras and was unable to fulfil the order at the time. On August 26, 2015, Ms. [redacted] called Vivint Customer Loyalty department and spoke to a representative named Shade as mentioned Ms. [redacted]’s complaint. From review of the call, Shade offered a service visit and credit to the account, and Ms. [redacted] accepted. No cancellation was offered during this call. Vivint attempted to dispatch a field service professional on September 5, 2015, but no one was home when the field service professional arrived. Furthermore, Vivint’s records indicate 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 July 14, 2015. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) 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. Cancellation of the agreement without penalty is not warranted at this time.A representative of Vivint has recently attempted to contact the account holder in an effort to resolve these concerns. Vivint believes in repair, rather than cancellation is the proper course of action. Vivint has agreed to schedule an appointment to resolve the doorbell camera concerns. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. Should Ms. [redacted] wish to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Care department at ###-###-####.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:I've waited for Vivint since September, I think they can give me a couple weeks over the holidays to get a revised quote that they requested.I have received the quote from the contractor.  It is attached.     
Sincerely,
[redacted]

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: August 15, 2016           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction.If 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:
Thank you for response. After I filed this complaint, VIVINT did finally agree to allow me to cancel without penalty, refund what I have paid and pick up their equipment. They are scheduled to pick up the equipment on Friday Oct 2 and refund $187. As long as that occur, the following statement is true. 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]

May 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 1, 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.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]

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]

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]