Vivint Smart Home Security

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]

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

December 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 3,...

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 has had complications with her thermostat that have not been resolved, and that she has been without heat waiting for Vivint’s technician to come.  Ms. [redacted] desires to have her thermostat repaired by December 20, 2016. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on December 19, 2016, but nobody was available at the home when he arrived.  Another technician was dispatched to Ms. [redacted]’s home on December 23, 2016, and the thermostat was replaced on that date.  Vivint apologizes for any undue delay or negative experience in the process of scheduling technicians with Ms. [redacted].  At this time, Vivint has applied a free month of service to Ms. [redacted]’s account that will cover January’s service fee.  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, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 2014           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]’ 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]

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

Complaint: [redacted]
I am rejecting this response because: My mother suffered a heart attack while this system was supposedly in operation, and subsequently had a pacemaker put in as a result. This is one of the two times she fell and was incapacitated and no assistance was precipitated by the alarm. I will obtain the records from the hospital stay which will include the date of incident. If the company is unwilling to take responsibility for their failed equipment, I will be forced to avail myself of any and all methods of recourse available to recover my mother's funds.
Sincerely,
[redacted]

July 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Vincent C[redacted] Vivint Account #: [redacted] Date of Agreement: December 11, 2012           To Whom It May...

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

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

June 15, 2016 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 23, 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] states that Vivint has failed to resolve the concern with the sensors attached to her panel. Ms. [redacted] further states she has been paying for pieces of equipment they have not received. Ms. [redacted] desires the cancellation of the account without penalty. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to waive the cost of installing (1) indoor camera and credit her account (2) months of her service fee. Vivint’s records indicate that following the installation of the equipment, Ms. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Ms. [redacted] completed the required Post-Installation Survey on August 23, 2013. During the recorded Post-Installation Survey, Ms. [redacted] represented that she was satisfied with the installation of his system. In addition, the only equipment mentioned not to be install that day was the agreed upon door lock. This is because Ms. [redacted] reported she was in the process of replacing the door. Once Ms. [redacted] reported the doors had been replaced, Vivint installed the door lock. Vivint has no record a camera was promised to Ms. [redacted]. As such, Vivint never installed a camera a Ms. [redacted] residence. Vivint’s records further indicate a Vivint technician was dispatched to Ms. [redacted]’s home on May 12, 2016. The technician reported everything was working when he left, and Vivint has not received a report from Ms. [redacted] to contradict this. Despite the above information, in resolution to this matter, Vivint is willing to waive the cost of adding a camera to Ms. [redacted] system and apply a credit of $130.52. Cancellation without penalty is not warranted. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $1,585.74, however Vivint will take 55% off the payoff amount, bringing it to $713.58. If Ms. [redacted] wishes to take advantage of this offer, she may contact Vivint 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

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 4, 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 25,...

2010        Date of Addendum: February 28, 2014 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 has recently requested cancellation of her Agreement, but that Vivint advised that she is still within the term of the Agreement and will not cancel it. Ms. [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on June 25, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on February 28, 2014.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in exchange for two free months of service and extension of her warranty.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the validity of this extension, Vivint agrees to the above resolution.  Ms. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

February 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 2013           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]’ 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]

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

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. This is the Vivint I thought I had.  Thank you.
Sincerely,
[redacted]

May 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: June 9, 2009            Date of Addendum: January 24, 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 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 agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on June 9, 2009, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on January 24, 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 thirty-six (36) 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 thirty-six months from today; in exchange Vivint agrees to change your montly service fees from $49.99 to $34.99.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the validity of this extension, Vivint agrees to the above resolution.  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 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

April 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: November 3, 2013           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that she was told that the contract she took over from her son had twenty-four (24) months left but was latter informed that she has another year on the contract. As such, Ms. [redacted] requests cancellations of her account.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’ account has been cancelled as of April 11, 2017. Ms. [redacted] no longer has any obligation to Vivint. 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

December 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: February 17, 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] satisfaction. Mr. [redacted] may contact Vivint’s representative if he 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

August 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 5, 2015To 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 his account within his free seven-day trial period, but that Vivint refused to close the account and sent it to a collections agency. He is requesting that the account be removed from collections and cancelled.Vivint’s records show that on December 5, 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 he understood and accepted all of the terms listed, and he agreed to pay a monthly rate of $49.99 for the entire forty-two month term. As stated in the contract, Vivint allows a three-day period in which the customer may cancel via written notice. Vivint has no record of an extended trial period being offered and no written notice of cancellation was ever provided. Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after December 2015.  As such, the account was cancelled for non-payment on April 28, 2016, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his account with this outside collections agency at this time. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer