Vivint Smart Home Security

August 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Alfredo H[redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2014           To Whom It May Concern:I have...

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

June 2, 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 3, 2008             Date of Addendum: November 2, 2016                                         To Whom It May Concern:                              I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he does not recall renewing the term of his agreement. Mr. [redacted] further explains that he no longer wants the system and requests cancellation of his account.   At this time, Vivint is willing to cancel Mr. [redacted]’s account without penalty.   Vivint spoke with Mr. [redacted] regarding his alarm service on November 2, 2016.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a thirty-six (36) 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 thirty-six 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 validity of this extension, 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

March 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 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 since the installation of his system that have not been resolved. Mr. [redacted] desires a refund of all monies paid to Vivint and cancellation of his agreement without penalty. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. Vivint request that Mr. [redacted] schedule an appointment for the removal of Vivint’s equipment.  Following retrieval of the equipment from Mr. [redacted]’s home, Vivint will refund him his payment, in the amount of $1,169.56. Mr. [redacted] may contact Vivint representative, Samantha L[redacted], at 801-221-6728 to 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 1, 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: August 23, 2014                                                   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 her mother did not authorize her name to be put on the account. She further explains that the reason her account went into collections is because she thought she had paid for the system. Ms. [redacted] requests that her mother be removed from collections and the account.   At this time, Vivint has agreed to remove Ms. [redacted]’s mother, [redacted] from the account and collections. Ms. [redacted] will remain in collections.   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 23, 2014.   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 $63.99 each month during that term.  Vivint’s records indicate that all past payments have come out of the same checking account, however, in January the payment was voided and Vivint received no further payments.                         If Ms. [redacted] would like to reactivate her account, she may contact the Vivint’s billing 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] Chief Compliance Officer

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

October 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: April 25, 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 numerous system issues since his equipment was installed, that his camera did not record a theft and Vivint’s sales representative misrepresented Vivint’s equipment functionality. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty, a refund of all monies paid to Vivint, reimbursement of $1400 for a stolen pistol and $500 for lost time and stress. Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. Should Mr. [redacted] desire to have his alarm system removed he may contact my 24/7 Customer Service department at 1 800.216.5232 to schedule an appointment. Vivint’s records indicate that Mr. [redacted] entered into his Agreement on April 25, 2015. By signing the Agreement Mr. [redacted] agreed to test his equipment in accordance to Vivint’s Central Station at least monthly as stated in the Agreement (Section 12). Mr. [redacted] called into Vivint on May 12, 2016 to trouble shoot his cameras, and it was discovered that his alarm panel was not receiving a strong enough bandwidth connection from his internet provider. Vivint reset Mr. [redacted]’s alarm panel and reconnected his alarm panel to his internet. Vivint believed any equipment issues to be resolved and did not receive any communication from Mr. [redacted] until September 13, 2016 when Mr. [redacted] informed Vivint that his camera did not record a theft. It is important to mention Vivint’s “Limited Liability” (Section 3) to which Mr. [redacted] agreed to by signing his Agreement. Due to this Vivint will not be held liable for any missing items from Mr. [redacted]’s property. Vivint has been providing monthly monitoring service to Mr. [redacted]’s alarm system since it was installed. As such, a refund of all monies paid to Vivint and reimbursement for lost time and stress is not warranted. Vivint’s records indicate that following the installation of the 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 April 25, 2015During the recorded Post-Installation Survey, Mr. [redacted] represented that he was satisfied with the installation of his system.  In addition, Mr. [redacted]’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that he may request a service visit (Sections 5, 12).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 did receive a phone call from the legal department that is true. She offered to refund half of the $622 while they were investigating. I agreed at that time with the hope that I would receive the remainder when they completed the investigation. It has since been 7 days and yet no refund or pending refund has been posted.
Sincerely,
[redacted]

January 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 13, 2010            Date of Addendum: March 6, 2013 To Whom It May Concern: In his rebuttal, Mr. [redacted] alleges that the incorrect account number was stated in Vivint previous response. Mr. [redacted] desires for Vivint to correct the mistake. Vivint apologizes for the typo that occurred in its previous response. Mr. [redacted]’s account has been cancelled, and he 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]

June 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 12, 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 the sales representative misrepresented the trial period to his son, [redacted], the account signer of the service. Mr. [redacted] desires the cancellation of the account without penalty. 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 May 12, 2017. 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 his monthly equipment and service fees of $59.88 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. Additionality, Mr. [redacted] was asked the follow question to which he answered in the affirmative: “Did your sale representative explain to you that you have a right to cancel this Agreement within three (3) business days of the date of installation, and if you do so, you will not owe us anything and we will remove the system and repair damages?”Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Cancellation without penalty is not warranted. Mr. [redacted] may contact Vivint’s Customer Loyalty department to discuss his within term cancellation options at 1-800-216-5232.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 28, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 1, 2013           To Whom It May Concern:I have...

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

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: April 30, 2014           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 feels he was misled about the terms of his System Purchase and Service Agreement (“Agreement”) by Vivint’s representative. Mr. [redacted] further states that he has had equipment issues in the past and Vivint told him he needed to pay for a lock smith to get back into his home. Mr. [redacted] wishes for Vivint to cancel his Agreement without penalty. Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed his System Purchase and Service Agreement on April 30, 2014.  Every customer must sign this Agreement, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of this document is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. 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 $68.99 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 signature to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Vivint’s records indicate that Mr. [redacted] was locked out of his home on September 7, 2015. Prior to the installation of an automatic door lock, Vivint provides every customer with a key to access the home in the event the automatic door lock is not working. Despite Mr. [redacted] not having his key, Vivint agreed to credit Mr. [redacted]’s account $68.99 for the price of the locksmith to make a new key. Vivint’s records indicate that this matter has been resolved.Due to the above information, cancellation without penalty is not authorized. Should Mr. [redacted] wish to cancel his Agreement prematurely, his pay off amount would be $896.87; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 60% bringing his total pay off amount to $358.75. If Mr. [redacted] wishes to take advantage of this offer I would advise him to contact a 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

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 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 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 was under the impression that her Vivint account had been taken over. Ms. [redacted] is now in collections, and desires cancellation of her agreement without penalty.On December 7, 2016 Vivint informed Ms. [redacted] that her Vivint takeover was unsuccessful and that she was still responsible for her Vivint account. Vivint’s records show that Ms. [redacted] stopped making her monthly payments after November 2016. As such, the account was cancelled for non-payment on March 30, 2017, and was sold to an outside collections agency. Ms. [redacted] must settle the balance of her account with this 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]

December 13, 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: October 5, 2012                                                                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 she opened a new account; as such, her previous account was to be closed in December of 2015. However, the account was not closed and she was double-billed for both accounts. Ms. [redacted] requests a refund of the previous 12 months that she has been overcharged.   Vivint has agreed to refund Ms. [redacted] the amount of $876.17 in the form of a check which will arrive within 7-10 business days. Additionally, the account that was to be closed in December of 2015 has been cancelled. Vivint apologizes for any undue delay or 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

September 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 2014                         To Whom It May Concern: In his rebuttal, Mr. [redacted] alleges that, even after the service visit, his cameras do not work correctly.  Mr. [redacted] alleges that he is not receiving all services he signed up for, and desires cancellation of his Agreement without penalty. Vivint’s records show that Mr. [redacted] has had one service visit to address this concern, and at that time the panel firmware was updated to support the desired recording capabilities.   Vivint applied a credit to Mr. [redacted]’s billing account in the amount of $[redacted] for time the cameras have been not recording.  If Mr. [redacted] is experiencing further complications with the cameras, Mr. [redacted] may schedule another service visit by calling Vivint’s Customer Care department at ###-###-####.  Vivint will waive the service fee for this visit.Alternately, Mr. [redacted] has been offered a downgrade of his service to basic security, which would reduce his monthly fee and keep his security system active.  Vivint maintains its position that these offers are fair resolutions to Mr. [redacted]’s concerns, and that cancellation of the signed Agreement without penalty is not warranted 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: ###-###-####, 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 satisfactory to me.
Sincerely,
[redacted]

May 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns and has sent Ms. [redacted] a refund of $59.99. Vivint’s records indicate that this matter will be resolved to Ms. [redacted]’s satisfaction upon receiving her refund in seven to ten 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

March 1, 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 20, 2018                                                               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 dissatisfaction with the service and installation. Mr. [redacted] requests a refund of the installation fee.   Vivint’s records indicate that a refund of $88.99 was issued on February 26, 2018. Mr. [redacted] will receive this refund on his credit card within 7-10 business days. 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]

November 24, 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 10, 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 had complications with Vivint’s billing and customer service since her system was installed.  Ms. [redacted] desires cancellation of her Agreement without penalty.  Vivint’s records indicate that Ms. [redacted] spoke with a representative from Vivint on November 17, 2015, and at that time the billing charges that Ms. [redacted] disputed were waived.  The Space Monkey service that Ms. [redacted] disputed has also been cancelled, and she will not be charged for it further.  To assist Ms. [redacted], I have applied a credit to her Vivint account in the amount of $[redacted], to clear the remaining past due balance.Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  This monthly monitoring fee is now reduced to $[redacted] for the remainder of Ms. [redacted]’s term.  Cancellation of the Agreement without penalty, however, is not warranted 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: ###-###-#### attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]