Vivint Smart Home Security

August 18, 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 23,...

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 multiple issues with his equipment, and that he has financial hardship due to family medical bills.  Mr. [redacted] states that he has requested cancellation of his System Purchase and Services Agreement (“Agreement”), but has been denied.  He desires cancellation of his Agreement without penalty.Due to Mr. [redacted]’s issues with his automated equipment, Vivint recently downgraded his service package and reduced his monthly services fee to $49.99.  A representative from Vivint has recently contacted Mr. [redacted], in an effort to further resolve his concerns. Mr. [redacted] and Vivint agreed to a reduced monthly services fee by 50% for the remaining term of his Agreement. Vivint’s records show that Mr. [redacted] signed his Agreement with Vivint on May 23, 2015, agreeing to an initial term of sixty (60) months and a monthly services fee of $64.99 during that term.  Cancellation of the Agreement without penalty is not warranted; however, Vivint agrees to the significant reduction of Mr. [redacted]’s monthly fee.  If Mr. [redacted] has any further questions or concerns, he may contact Vivint’s representative directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Tell us why here...June 30, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: June 22, 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 representative and Mr. [redacted] have agreed upon a resolution. Mr. [redacted] will be receiving his refund within 7-10 business days in the form of a check.  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

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

            Vivint Account #: [redacted]              Date of Agreement: June 18, 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 has experienced technical issues with his system. Mr. [redacted] requests cancellation of his account.   At this time, Vivint is willing to cancel Mr. [redacted]’s account upon receipt of the equipment.   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 June 18, 2016.   During the recorded Pre-Installation Survey, 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 $105.99 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.     Additionally, it should be noted that Vivint sent a technician to Mr. [redacted]’s home at no cost to fix the system; however, Mr. [redacted] was not present for the appointment. As such, Vivint was not able to assist Mr. [redacted]’s concerns.   Despite the information mentioned, Vivint advises Mr. [redacted] to contact the representative that has attempted to contact him via phone and email 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

August 25, 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: May 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 an appointment has been made for Vivint to inspect Ms. [redacted]’s doorbell camera.   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. Since Vivint agrees to an early termination of the agreement without penalty, I consider the matter closed.
Sincerely,
[redacted]

February 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2009           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] alleges that she has had complication in having a technician come out to upgrade her system.  Mrs. [redacted] desires a refund of all monies paid to Vivint Inc. ("Vivint"), since October 21, 2015 and cancellation of her Alarm System Purchase and Services Agreement (“Agreement”) without penalty. After further review, Vivint’s records show that Mrs. [redacted]’s Agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has contacted Mrs. [redacted], in an effort to resolve these concerns.  No refund would be warranted for this cancellation. 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 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   RE: Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: August 31, 2015           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 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 25, 2016           To Whom It May Concern:I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal Ms. [redacted] states that Vivint again is chargin her too much for the service. Ms. [redacted] desires her monthly service fee to be reduced. A Vivint representative recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records show that this has been resolved to Ms. [redacted] satisfaction. Vivint has corrected Ms. [redacted] billing account to reflect $24.99 and has refunded Ms. [redacted] last monthly payment. Vivint apologizes 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

May 1, 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 16, 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 and has had to pay for the repairs out of pocket. Mr. [redacted] refund for the amount he had to pay to HVAC, repair of the wall where the Vivint thermostat was removed, and an apology from the Vivint staff.  Vivint apologizes for any undue delay or inconvenience experienced during this process. Vivint’s records indicated that a refund was issued on April 21, 2017 in the amount of $100. Vivint’s records further indicated that on April 20, 2017 a credit was applied to Mr. [redacted]’s Vivint billing account in the amount of $105.66. Additionally, Vivint’s records indicate that Mr. [redacted] is working with a Vivint representative to be issued a check in the amount of $200 to cover any home damages. 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:
We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to us. We received the refund check for the $169.99. According to
the Vivint Representative we shouldn’t be concerned about the “make a payment”
for $191.00 still on the account because the balance is zero; therefore we are
closing the case as satisfactory.
We are thankful for the Revdex.com as a resource when all else failed
to rectify our account.
Sincerely,
[redacted] And [redacted]

October 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 1, 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 offer a credit of four (4) months’ worth of service by Vivint as a goodwill to stay with Vivint after a technician no showed on him. Mr. [redacted] further alleges that this credit was not applied to his account. Mr. [redacted] now desires the cancellation of his 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 19, 2015. During the recorded Pre-Installation Survey, 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 $[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 indicate that Mr. [redacted]’s install appointment was rescheduled to June 1, 2015, because the assign Field Service Professional called in sick on the day of his original installation. Vivint attempted to pull calls from the numbers Mr. [redacted] has provided in his response =, but Vivint has no record the alleged credit was ever offered to Mr. [redacted]. Cancellation of Mr. [redacted] account is not warranted at this time, however Vivint would like to assist Mr. [redacted]. Should 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, Vivint has agreed to apply a credit of $[redacted], equal to four months of Mr. [redacted]’s service fee, if Mr. [redacted] agrees to continue his service. If Mr. [redacted] wishes to take advantage of this 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]

Tell us why here...September 2, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: May 10, 2016                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.  In his complaint, he explains that he has experienced technical issues with a particular piece of equipment. Mr. [redacted] requests cancellation of his account without penalty. A representative from Vivint has reached out to Mr. [redacted] via email with a proposed resolution. Mr. [redacted] may contact this representative directly to reach an agreement. 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,
Alfredo H[redacted]

July 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Jeramie B[redacted] Vivint Account #: [redacted] Date of Agreement: October 8, 2011           To Whom It May Concern:I...

have reviewed the information provided by Mr. B[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. B[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. B[redacted]’s satisfaction. A refund has been processed to Mr. B[redacted] in the amount of $[redacted]. I would advise Mr. B[redacted] to call into Vivint if he does not receive this refund. 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]

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.
We are in the process of getting both issues rectified and they have provided me their contact information for follow up.  Thus far, the representative I am working with has been very helpful.  I appreciate his professionalism and effort to satisfactorily resolve the issues.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The signature on this contract is not my signature and the salesman, Mr. B[redacted] accepted a fraudulent signature of my name without my permission or me being present during contract signing which is unethical and very illegal at best.  So at this point, it is unclear how my signature ended up on this contract without me being present during signing, but I will be taking legal action and/or filing charges against Vivint, inc., the salesman Seth B[redacted] for accepting or signing a forged signature on Vivint's (APAXALARM)behalf to make a sale and possibly against the consigner as well who will verify that I was not present during the contract signing or gave anyone permission to SIGN my name or accept a forged signature on my behalf. My biggest complaint is that the salesperson Mr. B[redacted] knowingly put my name down or accepted my signature without my permission or me being present during signing and never once explained during the phone call that I was being put in as a consigner on the contract for giving permission to install which is unbelieveable that you have salesmans on Vivint's behalf willing to take illegal steps to make a sale!!!
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.HOWEVER...it would be more acceptable if I was not still receiving late notices from the company. This is bordering on harassment. I expect no further late notices, no further attempts to take money from my account and no further communication. If my account has been cancelled and I no longer have any contractual obligation, this needs to stop and it needs to stop now. Sincerely, [redacted]

December 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 his Agreement was for two years not five years. Mr. [redacted] desires cancellation of the Agreement.  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 May 28, 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 $69.99 each month during that term. Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted. Should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $1,189.93; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 55%, bringing the total payoff amount to $535.42. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department 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

October 15, 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...

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 Ms. [redacted], the account holder, in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction, with a pending service appointment on October 25, 2016.  Vivint’s representative has also sent confirmation of this resolution to Mr. [redacted] via email.  Mr. [redacted] or Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns in this matter.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 18, 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: May 1, 2008             Date of Addendum: January 11, 2017                                         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 was misinformed regarding the renewal term length of her System Purchase and Services Agreement (“Agreement”). Ms. [redacted] requests cancellation of her account without penalty.   At this time, Vivint is willing to cancel the [redacted]’s account without penalty.   However, Vivint spoke with Mr. [redacted] regarding his alarm service on January 11, 2017.  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 forty-two (42) 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 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, the [redacted]s 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer