Vivint Smart Home Security

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

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: April 9, 2015          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] states that Vivint was billing her account an incorrect amount of $69.99 per month throughout her time with Vivint.Vivint records indicate that Ms. [redacted] was billed $59.99 per month plus any applicable tax or fees as agreed upon in the Agreement which Ms. [redacted] signed. After tax this amount was $64.04, as stated previously Ms. [redacted] agreed to pay this amount each month during the initial term of her Agreement. Ms. [redacted] monthly rate was adjusted to $49.99 plus any applicable taxes or fees. Ms. [redacted] account has been credited the entire amount which she was billed during the time Vivint was attempting to schedule a technician to install the system in her new home. Vivint considers this issue to 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]

Complaint: [redacted]
I am rejecting this response because:What I consider to be acceptable is to be reimbursed the $99.00 installation fee and at least 4 months of payments of $59.99, amounting to approximately $240.00.  Plus the payment of $34.99 that was taken February 17th, after I had been informed the contract had been cancelled as of February 11, 2016.  Making a total out of pocket reimbursement of $275.00.  The cancellation of the contract with vivint is also necessary.Also, once your product is removed from my home, I feel I have the right to expect my house to  be restored to its prior condition, being either repaired or replaced;  ie, the core holes where the sensors were installed on both the front and back door frames, the holes where the monitor was installed on the wall, the deadbolt that was removed in order to install the system locking unit be put back in place, which would include any damage done to the door, as well as any other repairs in regards to any other placement of the product when it was installed.  I would prefer to hire someone to do the necessary work rather than rely on vivint.  Once the repairs were completed, I would submit an invoice to vivint for reimbursement for the cost incurred.   If you would agree to these terms, we could end this, terminate the contract and move on.  There will be no future business between vivint and myself.  
Sincerely,
[redacted]

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

October 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 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. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. 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 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Bobby L[redacted] Vivint Account #: [redacted] Date of Agreement: May 20, 2011           To Whom It May Concern:I have...

reviewed the information provided by Mr. L[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. L[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. L[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]

April 29, 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 11, 2007 Date of Addendum:  January 25, 2012    ...

      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 had equipment complications and requested cancellation of her account, but was advised that she had signed an Agreement with Vivint and could not cancel it.  Ms. [redacted] has been contacted in efforts to collect a debt, and she desires cancellation of her agreement without penalty. Vivint’s records show that on August 11, 2007, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on January 25, 2012.  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. The term of Ms. [redacted]’s extended agreement with Vivint is due to end on July 24, 2015, and as such, Ms. [redacted]’s account has not yet been eligible for cancellation.  A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve this concern.  In an effort to assist Ms. [redacted], Vivint has agreed to cancel her agreement without penalty at this time.  Ms. [redacted] has no further contractual obligation to Vivint, and her past due balance has been forgiven.  No further attempts will be made to collect a debt.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 7, 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 24, 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 to pay for a service technician to come to her home and repair a piece of equipment that has been malfunctioning since installation. Ms. [redacted] desires for the fee to be waived. Vivint’s records show that on April 24, 2015, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. By signing this Agreement, Mr. [redacted] represented that the 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 outlines its policy regarding service fees in Section 6.“For one hundred and twenty (120) day after we complete the installation, we will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.”Despite the above information, in resolution to this matter, Vivint will waive the $49.00 service fee associated with the service visit on August 27, 2016. A credit of $49.00 has been applied to the 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]Chief Compliance Officer

December 7, 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 14, 2013           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that his service has not been active for 19 months. As such, Mr. [redacted] requests cancelation of his account.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of December 7, 2016. If Mr. [redacted] has any questions or concerns he can contact the representative who reached out to him 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 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 5, 2013          To Whom It May Concern:In her rebuttal, Ms. [redacted] states Vivint failed to inform her of dangerous equipment in her home. Ms. [redacted] further states when she did have the system in her home she experienced multiple false alarms. Ms. [redacted] again requests the cancellation of her account without penalty. Vivint maintains its stance in regards to this matter. The statement that Vivint left equipment in Ms. [redacted] home that reportedly caught fire is incorrect. Vivint did issue a recall for equipment that was a safety concern; however, Vivint reached out to every customer affected by this recall and made the appropriate arrangements. Vivint’s records indicate the impacted equipment was never installed in Ms. [redacted] home. As such she was not notified of the recall.  If Ms. [redacted] was experiencing false alarm and equipment concerns, she could have contacted Vivint and an appointment to inspect her system would have been scheduled. Vivint records indicate no report was ever made, as such, repair rather than cancellation is the proper course of action. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $463.92; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $208.76. Alternatively, if Ms. [redacted] wishes to continue her service Vivint is also willing to schedule a free appointment with a Vivint field service professional to re-install her equipment. If Ms. [redacted] wishes to take advantage of either of this offer, I would advise her to 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

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: I see that no attempt to get vivint to investigate what the rep told me at time of installation is going to happen. There are multiple complaints online of the same thing I am talking about. They claim I signed a contract for 42 months and I say the contract and the rep stated 24 months. I am legally bound to the terms they are producing and have no other options here but to pay it. I have read a lot of complaints where people are having a difficult time getting vivint to stop billing when contracts are up. I would really like someone to look into all the accusations against them. The best thing I can do now is become very vocal about what has happened to me and warn people of this business. I would like it to go on record that at the end of their "42 month contract "  I want all billing stopped immediately . No written letters to stop it that drags on for many more months at a time. This is the worst company I have ever dealt with in my life and I have never filed any type of complaint before. If anyone is thinking about using this company please do some online investigating before you sign and get a copy of the contract on the spot. Read very carefully what is written vs. what you are being told.
Sincerely,
[redacted]

March 10, 2017Revdex.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 [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. Her Vivint system has been cancelled and her billing account has been pulled out of collection. Ms. [redacted] has no further financial obligation with 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

January 25, 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: August 4, 2007                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Ms. [redacted]’s account has been cancelled. Ms. [redacted] has no further financial obligation to Vivint. Vivint will no longer contact Ms. [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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

October 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 18, 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 was told that outdoor cameras purchased from another provider would be compatible with Vivint’s alarm system. Mr. [redacted] has offered to pay for the cameras if he can install them. Vivint’s records indicate that outdoor cameras that were purchased from Alarm.com could be integrated with Vivint’s earlier technology. Mr. [redacted] has Vivint’s newest technology, outside providers will no longer be used with Vivint’s technology. Never the less Vivint will waive the installation cost of the outdoor camera(s) if Mr. [redacted] will agree to purchase the cameras. The outdoor camera(s) will need to be installed by a Vivint technician due to state compliance but this installation will not be charged to Mr. [redacted]. I would advise Mr. [redacted] to call into Vivint to schedule a time that works best for him to have a technician come install the camera(s). 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 31, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 4, 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 alarm system has not operated correctly since it was installed. Mr. [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty. Vivint agrees to send a technician to Mr. [redacted]’s home free of charge. Vivint’s records indicate that Mr. [redacted] has not notified Vivint of any system issues since March 25, 2015 and a technician has never been requested since the alarm system was installed. It is important to mention section 3 of the Agreement, which states; “You will test the system’s protective devices and send test signals to the Center in accordance with out instructions at lease monthly. If a problem occurs you will notify us.” Since Mr. [redacted] has not informed Vivint of any equipment issues and has not allowed a technician to resolve any equipment issues he may be experiencing, cancellation without penalty is not warranted. However, in an effort to assist Mr. [redacted] Vivint agrees to the above resolution. 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

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

July 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: June 1, 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 is being resolved to Ms. [redacted]’s satisfaction. An appointment has been scheduled for July 30, 2016 to remove the system and Ms. [redacted] is sending an email to a Vivint representative in regards to the bank fees.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 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, 2014                        To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint does not warrant any free equipment upgrades to existing customer. However; Vivint agrees to offer Mr. [redacted] any new equipment at a 50% discount.  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

January 22, 2016Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:     Consumer Complaint Case #: [redacted]            Complainant: [redacted] and [redacted]            Vivint Account #: [redacted]             Date of Agreement: October 28, 2013                                                            To Whom It May Concern:In their rebuttal, Mr. and Ms. [redacted] allege that they have not received their refund of $169.99. They further allege that the balance on their online account shows a balance of $191.00.Vivint’s records indicate that the check for $169.99 was sent on 1/14/16. This check should be received within ten business days of 1/14/16. Vivint’s records further indicate that the payment of $191.00 was taken before Mr. and Ms. [redacted] were invoiced. That is the reason “make a payment” is showing up on their payment activity. However, their balance is currently zero. 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]