Vivint Smart Home Security

December 22, 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: July 18, 2013                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] on behalf of his mother, Ms. [redacted], and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that Ms. [redacted] does not use the system. As such, Mr. [redacted] requests cancellation of her account.   Vivint has agreed to cancel Ms. [redacted]’s account immediately.   Vivint’s records indicate that prior to the installation of any equipment, Ms. [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 Ms. [redacted] completed the required Pre-Installation Survey on July 18, 2013.   During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $49.99 each month during that term.  Further, Ms. [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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     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

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: October...

20, 2017           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 is being resolved. An appointment has been scheduled for removal of the system from Ms. [redacted]’s home on February 12, 2018.  Following the removal, Ms. [redacted] will have no further obligation to Vivint.  Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns in this matter.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 3, 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: September 8, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he has experienced numerous technical issues with his system. Mr. [redacted] requests a technician visit and a financial adjustment.   Vivint’s records indicate that an appointment has been scheduled for a technician to connect his Space Monkey, cameras, address any app issues and test all sensors. Additionally, Vivint has agreed to issue a 2-month credit to Mr. [redacted]’s account. Vivint apologizes for any inconvenience this may have caused.   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: I agree with a alarm system that works. Is not fair that they want me to pay a alarm system that doesn’t protect my family and I broke my ankle, I couldn’t  make the payments. Vivint didn’t wanted to work with me. They don’t care about anything. The only thing they want is there money. I’m not happy with this company is the worst on customer service ever experienced. The same with the technicians too. I will never ever recommend this company. They impact my credit report bad and Collection too. I’m not a happy customer.
Sincerely,
[redacted]

September 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: July 5, 2013                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that one of her sensors was inactive for a year. Ms. [redacted] is requesting a credit to their account that will cover the inactive sensor.   In an effort to assist Ms. [redacted], Vivint has agreed to apply a two-month credit on her account.   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 6, 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 19, 2013                                                               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 experience difficulty and confusion with a deferment that was applied to his account. Mr. [redacted] requests that Vivint refund the payment that was withdrawn from his bank and cancellation of his account.   At this time, Vivint is willing to cancel his account. Additionally, Vivint has issued a refund of $96.34 which will go back in Mr. [redacted]’s account within 7-10 business days.   Vivint’s records indicate that Mr. [redacted]’s account was placed on a six-month deferment from June of 2016 to December of 2016. As such, Mr. [redacted]’s account was charged in December of 2016.   Despite the information mentioned, 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

December
10, 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: August 3, 2012To 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 equipment issues. Ms. [redacted] further alleges
that she has never been satisfied with her Vivint system. Ms. [redacted] desires to
have her System Purchase and Services Agreement (“Agreement”) cancelled.Vivint’s
records indicate that prior to the installation of any equipment, Ms. [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 Ms. [redacted] completed the required
Pre-Installation Survey on August 3, 2015.During
the recorded Pre-Installation Survey, Ms. [redacted] represented that she
understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a
monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [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 Ms. [redacted]’s representations
to ensure that she understood her commitments to Vivint as outlined in the
Agreement.   Cancellation
without penalty is not warranted. However, Vivint has agreed to help Ms. [redacted]
and cancel her Agreement. Ms. [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]

September 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 18, 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 she cancelled with Vivint over a month ago and still chargerd her monthly fee for August 2015. Ms. [redacted] also alleges she has attempted to resolve this by contacting Vivint’s Customer Loyalty department, but was disconnected. Ms. [redacted] desires a refund of the final payment made in August. Vivint’s records indicate that Ms. [redacted] sent Vivint her notice of cancellation on July 21, 2015. As stipulated in Ms. [redacted]’s Purchase and Services Agreement, this served as Ms. [redacted]’s 30 day notice to cancel the account (Section 2.4). Vivint cancelled Ms. [redacted]’s account on August 20, 2015. Ms. [redacted]’s Vivint security account was setup to receive automatic payments. Vivint did receive a payment from Ms. [redacted] on August 15, 2015. Vivint has no record that Ms. [redacted] ever contacted Vivint by phone to resolve this matter. After further review, Vivint will refund Ms. [redacted] the payment made in August 2015. A refund of $[redacted] has been sent to the checking account Vivint has on file for Ms. [redacted]’s account. Ms. [redacted]’s Vivint security account has been cancelled and she no longer has any contractual 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:Once again, this company is not listening. We already responded to this response from Vivint. So here we go again to be very clear. As stated in the last statement, we NEVER cancelled an appointment. The techs would just not show up after we waited around for the tech to show. Then we would call customer service to see where the tech was and they would tell us that we "cancelled".  For customer service to lie to a customer and try to say that we cancelled us unacceptable.  And then, when the techs finally did show up. We have already had all of our equipment replaced. And by the next day, the "Sky Panel" is sending out random signals to the thermostat to kick on when it is clearly in the "Off" position.The last tech that came said that he couldn't fix it and that our house was considered "Unserviceable".  He told us that give Vivent a couple days to get that info from him and then they would schedule someone to come out to take out the equipment. We talked to Customer Service, scheduled them to come out to take out the equipment. The guy showed up (2 hours past his scheduled time slot) and all of a sudden he has no record of taking anything out. He wasn't sure why he was scheduled to come out. We call customer service back and they told us that we can have the equipment taken out. But we are still responsible for the rest of the contract.  This company is horrible. They are only worried about getting their monthly payment. But not worried about providing a service that works. And their customer service is like listening to a machine that says "You are still responsible for the remaining contract, or we will send a tech out". Well we have had 3 techs out who CAN NOT fix it. Also, we were never provided a copy of the signed contract.  We would like them to send that to us.  
Sincerely,
[redacted]

January 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 6, 2018           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint was cancelled on January 12, 2018. Mr. [redacted] has no further contractual obligation to Vivint. Vivint’s records indicate that a refund in the amount of $278.20 was processed, refunded, and sent back to the credit card on file on January 15, 2018. Vivint’s records further indicate that a refund in the amount of $49.99 was processed, refunded, and sent back to the credit card on file on January 22, 2018 to refund the monies paid to Vivint by Mr. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

November 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 2015         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]

June 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 4, 2015           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. 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. Alternatively, cancelation of Mr. [redacted]’s Vivint account is warranted. Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call a Vivint Legal Assistant at 801-221-6728.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, 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: June 27, 2008                                                               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 lost service in January of 2017. Ms. [redacted] requests cancellation of her account and a refund of $96.98.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account. Additionally, Ms. [redacted]’s account has been refunded the amount of $96.98. 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

October 17 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: September 21, 2016           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues canceling the account. Mr. [redacted] requests that the account be canceled and $164.00 refunded.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. The account was canceled on October 7, 2016 and the refund of $164.99 was issued on October 13, 2016. 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

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

August 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

I emailed Ella and I decided to stay with Vivint and I do not need you all to come out and the door bell because Vivint fixed it yesterday. [redacted]

October 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 2017           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 he has any further questions or concerns, he may contact Vivint’s 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

March 21, 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: February 9, 2018                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Ms. [redacted] explains that a technician has fixed her system. She requests compensation for her inconvenience.   In an effort to further resolve her concerns, Vivint has applied a free month of credit to her account.   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