Vivint Smart Home Security

August 10, 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 17, 2016           To Whom It May Concern: I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has been told conflicting information several times regarding the price of a thermostat and her doorbell camera’s connectivity issues. Ms. [redacted] desires a representative to call and speak with her about the training of Vivint employees and a month’s payment refunded.A representative from Vivint has recently attempted to contact Ms. [redacted] over the phone in an effort to resolve her concerns but was unable to reach her, so an email was sent. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. A credit of $146.89 has been placed on Ms. [redacted]’s account to cover one month of service and a cost of the repeater spoken about in the complaint. Ms. [redacted]’s feedback regarding the training of Vivint employees has been noted and given to the proper sales and field service management. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Elizabeth S[redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2015          To Whom It May Concern:I have reviewed the...

information provided by Mrs. S[redacted] and appreciate the opportunity to respond. In her complaint, Mrs. S[redacted] alleges to having equipment complications with her security system that have not been resolved, due to length in waiting for a service visit.  Mrs. S[redacted] further alleges that she has paid for service while waiting for repair of her equipment.  She desires to have her Agreement and account cancelled without penalty. Vivint’s records show that Mrs. S[redacted] first notified Vivint of her equipment concerns on July 14, 2015, and Vivint’s Scheduling department has found an appointment for July 25, 2015; however, Vivint has not been able reach Mrs. S[redacted] at that time to confirm the appointment. We advise Mrs. S[redacted] to contact Vivint’s Customer Care department at [redacted] or the representative with whom she has been working to confirm the available appointment before it is closed due to lack lack of confirmation.  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]

March 22, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 2017         To Whom It May Concern:I have reviewed the...

information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that she only agreed to be an emergency contact for Mr. [redacted] and that she did not enter into an agreement with Vivint. As such, she is requesting that the contract be voided and Vivint cease any collection attempts.Vivint’s records indicate that on June 3, 2017, Ms. [redacted] signed a Purchase and Services Agreement (“Agreement”), with an initial term of sixty (60) months. If Mrs. [redacted] would simply like to be removed from the account, she and Mr. Lorenzo [redacted] must sign a Name Removal document. If she would like Vivint to conduct a forgery investigation, she will need to provide a copy of her notarized signature, such as a driver’s license or state I.D. Mrs. [redacted] may contact Vivint’s customer care department to take advantage of either option.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 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

August 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: September 5, 2015                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that a doorbell camera was never installed at her residence, however, she has been charged for it since having the system installed. She is requesting that Vivint lower her monthly bill and apply a credit for each month the doorbell camera was charged to her account.   Vivint has agreed to immediately lower Ms. [redacted]’s bill to $59.99. In addition, Vivint has applied a $55.00 credit to cover the doorbell camera charges.   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: When a sales representative is representing a company and tells a customer there are no cancelation fee I feel this needs to be honored. At 8pm, when they are pressuring my husband to get the equipment installed and I am trying to put our infant son to bed and he knows I just want them out of our house asap, he is going to trust the Rep standing in front of him assuring him it's all good. Now I do understand that perhaps [redacted] should have read through things and been more wary of signing with vivint, but I am usually the one that reads over everything and unfortunately at that time of evening I needed to be with my son. Vivint says on their website that they understand with life comes unforeseen circumstances and they are willing to look at those in the cancellation of an agreement. I expressed to Vivint that we are currently in a bad financial situation (also recently found out we are expecting another child) and do not have the money (not the 64.99 monthly and definitely not the $2500 to cancel). I feel that sometimes in order to provide good customer service you need to be able to make exceptions. All businesses have to do this from time to time to provide the best customer experience. I do not feel we should be paying for a service we are no longer utilizing. All equipment has been uninstalled.  We obviously can also not afford the $1900 they offered to help either when I currently can't even afford my sons diapers. I feel they should honor not just the word we were given by the sales representative but also what they stand by on their website. 
Sincerely,
[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] However, before we close this out. There was no recording with me agreeing to the extension. If there was, they would have shared that recording with me. They are full of [redacted], but I will accept that this matter is now closed. Thank you!

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

July 29, 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 16, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint is currently working towards a resolution with Mr. [redacted]. The equipment has been removed from Mr. [redacted]’s home. The representative that has been in contact with him is waiting to receive pictures of the home damage so that Vivint can further review his request for compensation.   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 10, 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 15,...

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 and Mr. [redacted] have agreed on a resolution in this matter.  A refund has been submitted and should be available to Mr. [redacted] in 5-10 business days. Mr. [redacted] may contact Vivint’s representative directly if he has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

Vivint  sent a tech only after our complaint....it took 5 hours for the system to be replaced due to malfunctions of the entire system that Vivint was unaware of....the tech also said the original system was installed incorrectly....while the tech was great he was also frustrated with the original install...so we've had a jacked up system for the last 2 years....paying for a jacked up system for the last 2 years...no confidence in their security since they couldn't detect the bad install....Vivint called my husband, who is deaf...they did not talk to me after the 5 hour service call....I don't feel secure and still request our contract be terminated without charges....they actually owe us money back for the last 2 years for a faulty installation/system!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Pamela B[redacted]

May 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 1, 2012           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A        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 services in December of 2016, yet he continued to be billed.  Mr. [redacted] desires a refund of payments since February.At this time Vivint agrees to immediately cancel Mr. [redacted]’s Agreement and refund $199.96.Vivint’s records indicate that Mr. [redacted] was not told his Agreement would be cancelled in January of 2017. Pursuant to the Agreement Vivint requires a written Notice of Cancellation be sent to discontinue services. This notice was not received until May 19, 2017. Despite this information Vivint agrees to the above resolution. Mr. [redacted] has no further contractual obligation to Vivint. He can expect the refund to his bank account within the next 7-10 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

Agreement: August 1, 2017          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had equipment complications with his security system that have not been resolved. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on August 1, 2017with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that term, and a total equipment fee of $2,390.25.Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on August 17, 2017, and Vivint’s Scheduling department found an appointment for August 18, 2017. During this appointment, a Vivint technician relocated Mr. [redacted]’s outdoor camera to face his driveway, installed a Vivint Space Monkey and, informed Mr. [redacted] on how to use the Vivint system. Mr. [redacted] again called Vivint on January 17, 2018, and a new Vivint Space Monkey was shipped to Mr. [redacted] on January 22, 2018.Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call Customer Care at 1-800-216-5232 to schedule an appointment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 30, 2016Revdex.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,...

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] states that her doorbell camera is not working. She further states that the technicians who installed her system were not wearing uniforms or identification, asked for her security code, and may have taken a drill from her home. Ms. [redacted] desires for Vivint to repair her doorbell camera, prove that the installers were Vivint employees, help her change her security code, and replace or pay for her drill.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns.  Vivint is willing to send a technician to Ms. [redacted]’s home to repair or replace the doorbell camera at no cost to her.  In addition, Vivint is willing to apply a credit of $130.22 to cover two months of service, to assist Ms. [redacted] in replacing her missing drill.  Vivint advises Ms. [redacted] to file a police report if she believes that her drill was stolen, and to call Customer Care at 1-800-216-5232 if she would like assistance in changing her panel codes.  Vivint’s representative who contacted Ms. [redacted] can also confirm the installing technician with her if she wishes.Vivint’s records indicate that a certified technician employed by Vivint installed Ms. [redacted]’s security system.  It is customary for an installing technician to program user codes into the panel for each customer, so the technician would need to know what code the customer would like to use.  However, a customer may change the user codes on their panel at any time following installation.Ms. [redacted] may contact Vivint’s representative directly if she would like to accept the offer of credit on her account and a service visit, or if she has 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 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: May 17, 2014           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that she has had some issues with the equipment in her home working properly and the customer service. As such, Ms. [redacted] requests that her account with Vivint be canceled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. A technician was out to Ms. [redacted]’s home on January 9, 2017, and was able to fix the issues with equipment. Vivint is grateful for Ms. [redacted]’s feedback about her Vivint experience and it has been passed along to the proper management to better Vivint’s service. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 14, 2015 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] ...

            Vivint Account #: [redacted]              Date of Agreement: June 11, 2009             Date of Addendum: June 19, 2013                                     To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she does not recall extending the term of her agreement with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty. Vivint’s records show that on June 11, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. As such, the initial term of the agreement lapsed on October 11, 2012 and continued on a month to month basis. However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 19, 2013. Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement. Based upon this representation, Vivint offered a thirty-nine (39) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:  You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Although the extension is valid, in an effort to resolve this matter Vivint has agreed to the cancellation of Ms. [redacted] account. Ms. [redacted] no longer has an obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]

Response:May 20, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 2009           To Whom It...

May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that her account was incorrectly invoice, and requested cancellation. Ms. [redacted] further alleges that she is now being charged by Vivint for missed payments that she believes are unfounded. Ms. [redacted] desires that Vivint forgive the pass due amount.Vivint’s records indicate that Ms. [redacted] requested cancellation of her account on May 11, 2015, and that same day, Vivint cancelled Ms. [redacted]’ account. At the time of cancellation, Ms. [redacted]’ account was past due for two (2) months of service. In an effort to assist Ms. [redacted], Vivint has agreed to waive the past due amount. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]