Vivint Smart Home Security

November 30, 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: July 20, 2013                                                               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 difficulty with the service and equipment. Mr. [redacted] requests a refund and cancellation of his account.   Vivint’s records indicate that a refund of $659.23 was issued in the form of a check on November 23, 2017 and will arrive within 7-10 business days from the issue date.   A representative from Vivint’s Customer Solutions Department has recently contacted Mr. [redacted] in an effort to resolve his concerns via phone and email. Vivint advises Mr. [redacted] to contact that representative so that his concerns may be 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

December
11, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:    Consumer
Complaint Case #: [redacted]            Complainant:  [redacted]          ...

Vivint Account #: [redacted]           Date of Agreement:  June 18, 2014To Whom It May Concern:I
have reviewed the information provided by Ms. [redacted] and appreciate the
opportunity to respond. In
her complaint, Ms. [redacted] alleges that she has moved out of the country and
that Vivint has been unable to cancel her account.  Ms. [redacted] desires cancellation of her
agreement without penalty.  On April 5, 2015, Ms. [redacted]
notified Vivint that she had moved out of the country and wanted to cancel her
account. Vivint requested documentation that would prove she was living out of
the country. Ms. [redacted] provided Vivint with a copy of her plane ticket to
Turkey and an Export Certificate for International Movement of Cats, Dogs and
Ferrets. These documents are not acceptable. A representative from Vivint has recently
attempted to contact Ms. [redacted], in an effort to resolve these concerns.  At this time, Vivint is awaiting
documentation from Ms. [redacted], to proceed in reviewing the incident.   If Ms. [redacted] will provide Vivint with a proof
of residency (lease contract, utility bill, employment contract, etc), her request
for compensation will be further reviewed. Ms. [redacted] may email this
documentation to: [redacted]@vivint.com,
or fax it to: ###-###-####, for faster processing.Furthermore, Ms. [redacted] signed a
Purchase and Services Agreement and also participated in a telephonic
Pre-Installation Survey upon installation of his Vivint system, in which she 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 $[redacted] each month, plus applicable taxes, during that
term.  Cancellation without penalty is not warranted at this
time.If you have further questions or
concerns regarding this response, please respond to either our mailing address:
4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-#### attention
Department 160 - Legal.  Sincerely, Nathan *. W[redacted]

September 8, 2016       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: July 30, 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 his equipment. Mr. [redacted] is requesting that Vivint fix the system as well as submit a downtime credit to his account.   Vivint’s records indicate that a technician was sent to his home on August 30, 2016 and resolved the technical issues. In addition, Vivint previously submitted a one month credit to cover the downtime. Vivint considers this complaint as previously 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

March 7, 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, 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. It has been agreed that Vivint will refund the payment from February as requested. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, 2016           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. Mr. [redacted]’s appointment has been moved up and a credit for 1 (one) month of service has been applied to his 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: (801) 765-5759, 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. Since Vivint agrees to an early termination of the agreement without penalty, I consider the matter closed.
Sincerely,
[redacted]

January 18, 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 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] states that she had a negative sales experience and that her husband was tricked into signing a new Agreement when a technician recently moved their system.  She further states that the original and new signed Agreements show a price of equipment installed that is not valid, and that she has had equipment complications and is unable to afford a service visit to address them. Ms. [redacted] desires cancellation of her Agreement without penalty.  At this time, I have credited Ms. [redacted]’s account for a free month of service.  Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and is willing send a technician to her home at no charge to address her equipment concerns. Ms. [redacted] may call Customer Care at 1-800-216-5232 to schedule this appointment.  Vivint confirms that Ms. [redacted] received an additional camera at no cost in resolution to her concerns regarding her sales experience.Vivint’s records indicate that Mr. and Ms. [redacted] signed an Agreement on May 18, 2015 in which they agreed to a monthly services fee of $69.99, plus any applicable taxes, for an initial term of forty-eight (48) months.  When the [redacted]s moved into a new home, a new copy of the Agreement was presented to Mr. [redacted] so that the Agreement would reflect the new address where equipment was installed.  At that time, there were 32 months left of the original 48 month term, and the new copy of the Agreement reflected that as well.  The “total price for services” shown on the Agreement is not the price of the equipment installed.  Rather, it is the total price the customer will pay over the initial term for equipment and monitoring services.  This total price reflects the monthly services fee for the amount of months in the term.  This explains why the total price shown on the original Agreement was $3,359.52 while the total price shown on the updated Agreement was down to $2,239.68.   Sixteen months of the term had already been paid and there was no new Agreement, so the total price for services remaining was lower than the original price.Cancellation of Mr. and Ms. [redacted]’s Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution.  Ms. [redacted] will not be charged for service in February and she may schedule her free service visit with Vivint’s Customer Care department.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 9, 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, 2008           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 Vivint does not have a signed contract and still she is unable to cancel her account with Vivint. Vivint’s records indicate that a signed Alarm System Purchase and Services Agreement is on file with Vivint and a copy of this Agreement can be sent to Ms. [redacted] for her review. Further in May of 2013, Ms. [redacted] agreed to extend her Agreement with Vivint for an additional twenty four (24) months. If Ms. [redacted] desires a copy of her Agreement and to review the recorded extension phone call she may call into Vivint’s Customer Loyalty department to receive these at ###-###-#### open 8:00AM to 6:00PM MST, Monday through Friday. Regardless, Since Ms. [redacted] has been a loyal customer for so long Vivint will agree to cancel her Agreement prematurely. Vivint will not require the removal of the security system in order to cancel the Agreement. Ms. [redacted] has recently spoken to a Vivint representative regarding her cancellation. Ms. [redacted] has been informed that she has no further obligation to Vivint and she will receive a formal letter of cancellation sent to her email address. 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...July 25, 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 17, 2009            Date of Addendum: November 6, 2014  To Whom It May Concern:                             I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.  In his complaint, Mr. [redacted] explains that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty. At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account without penalty. Vivint’s records show that on June 17, 2009, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. However, Vivint spoke with Mr. [redacted] regarding his alarm service on November 6, 2014. 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 the above information, 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: ###-###-####, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted]

February 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           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 a sales representative from Vivint entered her information without out her permission, which prevented her sales representative from being able to complete his offer. Ms. [redacted] requests for remove her information from the system. Vivint is willing to install a system in Ms. [redacted]’s home. Ms. [redacted]’s complaint has report it to the sales division for further review. 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 17, 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: October 21, 2010                                                   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 system stopped working due to an issue with the 2G cellular network and he experienced issues with scheduling an appointment to get the system fixed. Mr. [redacted] requests a refund of $45.04 and cancellation of his account.   After reviewing Mr. [redacted]’s situation, Vivint is willing to immediately cancel Mr. [redacted]’s account. Additionally, a refund of $45.04 has been issued and will go back in his account within 7-10 business days. Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 8, 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 her concerns. Vivint’s records indicate that this matter is in the process of being 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]

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,
Jessica P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution to cancel and not charge me for an additional month for service is satisfactory to me.
Sincerely,
[redacted]

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

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

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April...

21, 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 was promised six (6) months free service and a downgrade of service by a Vivint sales representative, and that he was not aware of any contract between him and Vivint.  Mr. [redacted] desires to be refunded for the monthly service fees he has paid Vivint, and for his Agreement to be cancelled.  A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve this matter.  Vivint is willing to refund all monies paid by Mr. [redacted] to this point, and will also either cancel the Agreement or reduce the monthly service fee at Mr. [redacted]’s request.  Mr. [redacted] may contact this representative who has emailed him directly to resolve his complaint.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 April 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 $85.99 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.   Nevertheless, Vivint agrees to the above resolution.  I would advise Mr. [redacted] to contact Vivint’s representative to accept one of the offers.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 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted]  Date of Agreement: May 24, 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 has experienced issues with the service. Ms. [redacted] requests cancelation of her account.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After Vivint has recovered the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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

June 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 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 tried contact Ms. [redacted] in an effort to resolve her concerns but was unable to reach her over the phone, so and email was sent with the following information. Vivint’s records indicate that the renewal of the contract has been canceled and two months of credit have been put on the account. Vivint is offering another 10 months of credit on the account to go toward Ms. [redacted]’s monthly payments. The 10 months plus the 2 months of credit that were on the account equal the 12 months requested by Ms. [redacted]. Ms. [redacted] may contact Vivint’s representative directly if he 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

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]