Vivint Smart Home Security

August 31, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 16,...

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 cancelled his service last year and received written confirmation of this, but that Vivint has recently contacted him about a debt owed due to a verbal extension.  Mr. [redacted] desires cancellation of his agreement without penalty.At this time, Vivint has cancelled Mr. [redacted]’s account and has removed it from outside collections.  Vivint’s records show that Mr. and Ms. [redacted] first signed up with Vivint on May 30, 2009, and Ms. [redacted] verbally renewed this contract but then cancelled the renewal and received confirmation that the account would go month to month.  On June 16, 2015, Mr. [redacted] signed a new System Purchase and Services Agreement (“Agreement”) with an initial term of forty-two (42) months in exchange for installation of a new system in his home.  Mr. [redacted] is still within the term of this signed Agreement, but Vivint has not received payment pursuant to the terms of this Agreement since July 2015.  As such, the account was transferred to a third party collections agency after 120 days of non-payment.Despite this information, Vivint agrees to the above resolution.  Mr. and Ms. [redacted] have no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, 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] states that his Vivint security system has not been operating for three (3) months.  Mr. [redacted] desires to have a credit applied to his billing account in the amount of $209.97 (3 months).A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns.  Vivint has agreed to apply a credit to Mr. [redacted]’s billing account $209.97. Additionally, if Mr. [redacted] request, Vivint will send a technician to thoroughly inspect his system and correct any malfunctions. 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]

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

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]

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]

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]

August 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Ronald H[redacted]  Vivint Account #: [redacted] Date of Agreement: June 26, 2015            To Whom It May...

Concern:I have reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond. In his complaint Mr. H[redacted] alleges that his alarm system has not worked properly. Mr. H[redacted] desires cancellation of the account and a refund for monies paid to Vivint. A representative from Vivint has recently attempted to contact Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that an appointment was completed on July 31, 2015 to repair Mr. H[redacted]’s alarm system. Vivint believes the issues with the alarm system have been resolved. I would advise Mr. H[redacted] to contact Vivint’s Customer Care department if problems with the alarm system persist. Since the alarm system has been serviced and the issues have been resolved cancellation and a refund of monies paid to Vivint is not warranted. However Vivint has placed a credit of $[redacted] to his account for a month of service and for any system downtime Mr. H[redacted] may have experienced. 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]

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]

May 14, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] and [redacted] Date of Agreement: August 13, 2014 and August 14, 2014                          To Whom It May Concern: In her rebuttal, Ms. [redacted] alleges Vivint is not providing complete information, and she rejects the offer that Vivint has previously made.  Vivint’s records indicate on Janurary 21, 2015, a service appointment was scheduled for February 11, 2015. According to Vivint’s records, the field service professional arrived at Ms. [redacted]’s shop during the appointment window, and was unable to make contact with Ms. [redacted]. On February 12, 2015 a new appointment was scheduled for March 6, 2015. On March 6, 2015, a field service professional went out to Ms. [redacted] shop and replaced the panel at Ms. [redacted] shop. On March 23, 2015, Ms. [redacted] called Vivint reporting she was not able to login to her phone application. An appointment was scheduled for April 1, 2015. On April, 1 2015 the assigned field service professional attempted to contact Ms. [redacted] because of a missing part that was required for the appointment, but want able make contact with Ms. [redacted]. On April 28, 2015, a field service professional sent to Ms. [redacted] shop. From our records, the field service professional was able to inspect both of Ms. [redacted]’s panels, and found them to be working properly. The field service professional did replace the panel in Ms. [redacted]’s shop, and tested both of Ms. [redacted]’s panels while he was there. Vivint’s records indicate that both Ms. [redacted]’s security systems are fully operational. Furthermore, Vivint records indicate Ms. [redacted] called on May 14, 2015, and accepted an offer of a service appointment and two months of credit to be placed on her shop account.  Should Ms. [redacted] wish to still cancel agreements prematurely, the offer of lowing Ms. [redacted] payoff amount by 25% ($[redacted]) still stands. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to reduce her monthly rates to $[redacted], plus any applicable taxes on both of Ms. [redacted]’s accounts. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at [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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

Revdex.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 11, 2009To Whom It May Concern: I have reviewed the information provided...

by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] alleges that she was charged an additional $120.00 in equipment she had installed during an upgrade. Mrs. [redacted] alleges that she was told she would only be paying for one additional sensor in the amount of $60.00 plus tax. Mrs. [redacted] desires a refund of such charges, and for the service to be cancelled and equipment removed.  Vivint’s records indicate that Mrs. [redacted] has notified Vivint of this concern, and that a representative from Vivint’s has contacted Mr. and Mrs. [redacted] regarding this. Based upon the representations made in Mrs. [redacted] letter, along with other representations made directly to the company, Vivint will refund Mr. and Mrs. [redacted] in the amount of $[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: [redacted] attention Department 160 - Legal. Sincerely, [redacted]. [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]

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]

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

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

May 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 19, 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 Vivint did damage to his walls that he did not anticipate. Mr. [redacted] cancelled his account within the three-day cancellation period and is requesting compensation for the damage done to his walls. A representative from Vivint has recently contacted Mr. [redacted] in an attempt to resolve this concern. At this time, Vivint has agreed to compensate Mr. [redacted] $200.00 once the Release and Settlement form has been signed and returned. Vivint’s records show that this will resolve Mr. [redacted]’s 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

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 5, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 2012         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 attempted to contact Ms. [redacted] in an attempt to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If she has any further questions or concerns, she 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

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

July 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 22, 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 attempted to contact Ms. [redacted] in an effort to resolve her concerns but was unable to get a hold of her. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Her account has been cancelled as of July 20, 2016 and ha refund has been processed for $159.99 to the checking account on file, and will be returned within the next 5-7 business days. Ms. [redacted] has no further obligation to Vivint. She 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer