Vivint Smart Home Security

December 16, 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 3, 2012        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 was able to work it out with Vivint to cancel his account without penalty, but they did not refund his most recent monthly payment. Mr. [redacted] desires for Vivint to refund him $53.49. Vivint has agreed to refund Mr. [redacted] his most recent month’s service fee. Vivint’s records indicate that a refund in the amount of $53.49 is being sent back to the checking account on file.  Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint.  I apologize for any undue delay in this process.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, 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

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

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]

April 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, 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] 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, removal of Vivint’s equipment, 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. I advise Mr. [redacted] to contact a Vivint representative to schedule an appointment for the removal of Vivint equipment from his home.  Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] signed a Vivint System Purchase and Services Agreement-Retail Installment Contract.  Every customer must sign this contract or 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 contract 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] signed this contract on May 31, 2016.Mr. [redacted]’s signature on this contract 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 $70.99 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 representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   In Section 4 of this agreement it states:WHERE PERMITTED BY LAW, WE DISCLAIM ANY IMPLIED WARRANTIES PROVIDED BY LAW INCLUDING THE IMPLIED WARRANTIES OF MER- CHANTABILITY OR FITNESS FOR PURPOSE. WE DO NOT WARRANT THAT THE SYSTEM WILL ALWAYS DETECT, OR HELP PREVENT, ANY BUR- GLARY, FIRE, HOLD-UP OR ANY OTHER SUCH EVENT. WE DO NOT WARRANT THAT THE SYSTEM CANNOT BE DEFEATED OR COMPROMISED OR THAT IT WILL ALWAYS OPERATE                           A refund issued to Mr. [redacted] of all monies paid to Vivint 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 16, 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: May 7, 2007             Date of Addendum: January 22, 2016                                         To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account without penalty.   However, Vivint spoke with Ms. [redacted] regarding her alarm service on January 22, 2016.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a sixty (60) 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 sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Despite the information mentioned, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: May 30, 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 her home was broken into. Ms. [redacted] desires cancellation of her Agreement. Vivint’s records indicate that on the date her home was broken into Ms. [redacted]’s alarm system was not armed. Vivint’s alarm system must be armed in order of Vivint to detect a break in. Since Ms. [redacted]’s alarm system was not armed during the event cancellation without penalty is not warranted at this time. Further Ms. [redacted] entered into an Agreement with Vivint on May 30, 2013 for a contract term of forty two (42) months. In an effort to assist Ms. [redacted], Vivint will agree to void her verbal extension. Ms. [redacted]’s original Agreement would have reached its end November 28. 2016. Vivint will honor this original Agreement and Ms. [redacted] can resume her monthly monitoring service on a month to month basis after Novemebr 28, 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 17, 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. Ms. [redacted]’s Vivint account has been terminated effective immediately. Ms. [redacted] has no financial obligation with Vivint. Additionally, Vivint has scheduled a technician to remove all Vivint equipment for Ms. [redacted]’s home on March 22, 2017.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]

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]

October 16, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 8, 2011             Date of Addendum: September 18, 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] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] requests cancellation of her agreement without penalty and a refund of two months of service.   At this time, Vivint is willing to cancel Ms. [redacted]’s account immediately without penalty. Vivint has also agreed to refund Ms. [redacted] one month of service. Ms. [redacted] will receive this refund of $49.99 within 7-10 business days.   Vivint’s records indicate that Vivint spoke with Ms. [redacted] regarding her alarm service on September 18, 2015. 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 forty-two (42) 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.   Despite this information, 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

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]

Complaint: [redacted]
I am rejecting this response because: What they are saying is NOT TRUE.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 This is what they claimed to me on the phone also right before I filed a complaint here but we show this property regularly and I had called them about issues before and since.  I feel that it was just a blanket excuse to avoid any responsibility as far as them opting not to actually offer us monitored service (which we are paying for).  I called them to let them know there was a burglary.  I asked weren't they suppose to know if one of their alarm systems were offline.  I really don't understand how they feel fine with taking a monthly fee for offering no service what so ever.  We have someone at the property a few times a week.  When I first talked to someone after the burglary from the company they seemed apologetic and offered the credit in the first place.  They said they wanted to wait to do so until we found out there were no other issues.  They changed the story after I called numerous times.  I kept being put off and eventually when I finally got ahold of someone who would talk to me, then they claimed that it was our fault that we didn't "maintain the system", which was just not true.  I would prefer that they let us out of the contract but we will probably end up having to take them to court over it, unfortunately. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I do not accept this response because the signature on her license is different from whats on the contract. This company is a scam and I do not want any part of them. I have no problem with paying the $75.00 to prove my case. SCAM SCAM SCAM (VERY DISHONEST SCHEME)

August 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Meredith U[redacted]  Vivint Account #: [redacted] Date of Agreement: July 16, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. U[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. U[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Ms. U[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]

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 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 9, 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 he has experienced equipment concerns with his garage door opener. Mr. [redacted] further alleges that Vivint has failed to service the garage door opener. Mr. [redacted] now 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 9, 2015. 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 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.     Vivint’s records further indicate, Mr. [redacted] notified Vivint of his concerns with his garage door sensor on August 31, 2015.  A Vivint representative scheduled an appointment for September 15, 2015. On September 15, 2015, the assigned Field Service Professional did not show for Mr. [redacted]’ appointment. A Vivint Customer Care agent attempted to contact the assigned Field Service Professional, but received no response. A new appointment with a Vivint Field Service Professional was scheduled for September 17, 2015. On September 17, 2015, a Vivint Field Service Professional was dispatched to Mr. [redacted]’ home; The Field Service Professional attempted to troubleshoot the garage door opener, but concluded that the opener needed to be replaced.  The Field Service Professional did not have a replacement on hand to replaced Mr. [redacted]’ garage opener, and needed to request a replacement be mailed out by Vivint. On September 25, 2015, Mr. [redacted] contacted Vivint and requested cancellation. The Vivint representative attempted to schedule an appointment, but Mr. [redacted] declined the offer. Vivint believes in repair rather than cancellation is the proper course of action in regards to Mr. [redacted]’ account. Cancellation of Mr. [redacted]’ account without penalty is not warranted at this time. If Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. Alternatively, should Mr. [redacted] wish to continue services, Vivint is willing to reduce his monthly rate to $[redacted], plus any applicable taxes. Vivint will also schedule an appointment to resolve Mr. [redacted]’ equipment concerns. If Mr. [redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty 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]

December 19, 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 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 she had 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

July 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael W[redacted] Vivint Account #: [redacted] Date of Agreement: June 22, 2012                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. W[redacted] and appreciate the opportunity to respond. In his complaint, Mr. W[redacted] alleges to having equipment complications with his security system that have not been resolved, due to unreliable technicians in his area.  Mr. W[redacted] desires improved customer service from Vivint. Vivint’s records show that a Field Service Professional arrived at Mr. W[redacted]’s home on July 17, 2015, and that the system was repaired and tested at that time.  Vivint has applied two (2) months of credit to Mr. W[redacted]’s billing account, and would like to apologize for any inconvenience experienced during this process. A representative from Vivint has recently attempted to contact Mr. W[redacted], in an effort to ensure that his concerns have been addressed.  Mr. W[redacted] may contact this representative if he has any further questions or concerns regarding his system or 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]I am rejecting this response because: Vivint's response is incorrect in their details.
Before our move we talked to customer service about moving and what would need to be done.  We asked if there was some way to put our account on hold for no charge until the new service was installed. She told us that they could do a deferment on the account and we told her we wanted to do this as of August 15, 2014.
The first appointment scheduled appointment at the new home was late in August. We rescheduled our appointment and on 11/14/14 a Vivint representative came to the house to install security system. At that point he tested the internet service and found that there was not enough signal strength to have the system work.  I do have written proof of the day he was at our house. The territory manager was also contacted several times about the issues we were having, he said that he would take care of it; we also have the text messages concerning this with the manager.  We had been charged for several hundreds of dollars for no service, then when calling that were charged and not having any active system they credited back to our Vivint account not our actual bank account, but then to continued to pull from the credit given.  When we have checked online there was no account and called in we have been told we do not have an account with Vivint.
We have talked to four different people about our account, for the deferment, for not having and service and being charged for a service that cannot be completed. We have also been told that Vivint got a new computer system and weren't able to access all of the records on the account. We have a list of names of people we have talked to. We also feel that the person that originally sold us the security system misrepresented the services when they said they work everywhere. The service doesn't work where we have moved to and we are being charged for a service that it is physically not capable of.  The last contact we have had with Vivint was the middle of the night in Jan or Feb 2015.  We received a call in the middle of the night stating that our monitory system is going off and that it needs to be reset, when we don't have system even working in our new home. The current homeowners are the ones that have the system in the old house.
We fully believe since Vivint is not able to provide the services that they said they could, that there should be no charges for the account and nothing turned over to collections.
Sincerely,[redacted]