Vivint Smart Home Security

October 23, 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 25, 2016          To Whom It May Concern:I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] is claiming that Vivint has only provided an electronically signed contract that could have been changed after signing. He again states that the sales rep informed him the term was for two years. Vivint maintains its’ stance that Mr. [redacted] is currently within his forty-two (42) month agreement with twenty-five (25) months remaining. The contract that Vivint has on file has not been altered since Mr. [redacted] signed it, and the contract states that no oral representations or statements made by the sales representative may change the terms of the Agreement. Furthermore, Vivint does not advertise or offer two-year contract lengths outside of Special Exceptions. There is no record of special approval being extended or offered for a shortened term length. However, if Mr. [redacted] can present Vivint with record of a two-year contract being offered and accepted, Vivint will adjust the account accordingly. 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

June 14, 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. In his complaint, Mr. [redacted] explains that he cancelled the Vivint service in May  2016, and that he has was charged for three months after the cancelation of the account. Mr. [redacted] desires a refund for those days she was charged for that she did not have service.  A Vivint representative has recently tried to contact Mr. [redacted]. However, they were unable to get a hold of Mr. [redacted] over the phone. So an email was sent with the following information.Vivint’s records indicate that that there were only two payments taken out. One for the month of May and the other for the month of April. Vivint will refund Mr. [redacted] the payments taken out for these two months totaling $147.64, in the form of a check. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Council

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]  Thank you Revdex.com!

July 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: July 13, 2007                                                               To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint’s position remains that the requested refund is not warranted. In addition to what has been previously stated by Vivint, per the contract, a 30-day notice of cancellation is required upon cancellation. Vivint’s records indicate that Ms. [redacted]’s 30-day notice of cancellation was not received until June 29, 2017. In an effort to resolve Ms. [redacted]’s previous complaint, her account was cancelled early on July 7, 2017.   Due to the fact that Ms. [redacted]’s notice of cancellation was not received until June 29, 2017, no refund is warranted.   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

August 14, 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 5, 2016To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and...

appreciate the opportunity to respond. In his complaint, Mr. [redacted] claims that his sales representative informed him that they did not need internet in order to use the system, but that they would not be able to use some of the features. He then states that he was not informed that internet is needed to update the system’s software. Furthermore, he states that he was advised that they would receive a ‘soft’ credit check but were instead hit with a ‘hard’ check. As such, he is requesting immediate cancellation and removal of Vivint’s equipment. At this time, Vivint is willing to offer two months of free service to compensate Mr. [redacted] for any inconveniences he has encountered. Cancellation without penalty is not currently warranted. Vivint’s records show that on May 5, 2016, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  By signing this Agreement, Mr. [redacted] represented that he understood and accepted all terms of the Agreement, including Vivint’s statement that some device features require an internet connection and that any charges for such is the customer’s responsibility. The contact further states that after one hundred and twenty (120) days from installation, the customer will be responsible for paying a service charge for any technician visit. The Agreement also states that the customer authorizes Vivint to conduct credit investigations. Unfortunately, Vivint has no control over how the credit company processes the check. In resolution to this matter, Vivint agrees to the above offer. Two months of free service have been credited to Mr. [redacted]’s 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

July 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: N/A  ...

        To Whom It May Concern:I have reviewed the information provided by 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. Ms. [redacted] has no obligation to Vivint, and her mother’s Agreement has been cancelled and she has no further obligation to Vivint.  In addition, a refund of July’s payment, in the amount of $64.94, is being sent to Ms. [redacted]’s mother.  She should receive the check in 7-10 days.  I apologize for any inconvenience or hardship this process may have caused 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

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

October 6, 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, 2016...

          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had problems with her system since it was installed, and that Vivint has not resolved these problems with her.  Ms. [redacted] further states that she advised Vivint she was unable to make her payments and had equipment problems, but that Vivint discontinued her system and continues to charge her.  She desires cancellation of her account and no further charges.Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she agreed to an initial term of sixty (60) months, a monthly services fee of $65.99, plus any applicable taxes, during that term, and a one-time activation fee of $399.00. Ms. [redacted] notified Vivint of problems with her system, and Vivint sent technicians when requested and downgraded her plan to reduce her monthly fee.Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after February 2017.  As such, the account was cancelled for non-payment on July 28, 2017, and was sold to an outside collections agency.  Ms. [redacted] must settle the balance of her 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

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

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

October 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: March 6, 2009        Date of Addendum: June 2, 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] alleges that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that on March 6, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months.  As such, the initial term of the agreement would have lapsed on March 6, 2012 and continued month to month. However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 2, 2015. 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. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted, however Vivint would like to assist Ms. [redacted]. Vivint has agreed to waive the renewal of Ms. [redacted] account and cancel the account without penalty. Ms. [redacted] no longer has any further contractual 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]

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

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

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

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 of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Dennis W[redacted] Vivint Account #: [redacted] Date of Agreement:  July 03, 2015 To Whom It May Concern:I have reviewed the information provided by Mr....

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

May 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]    Vivint Account #: [redacted]          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 his concerns. Vivint’s records indicate that this matter has been resolved to Ms. [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]Chief Compliance Officer

August 4, 2016Revdex.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 information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative has recently contacted Ms. [redacted] to address her concerns. Vivint’s records indicate that this matter will be resolved to Ms. [redacted] satisfaction upon the system removal on August 5, 2016. 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