Vivint Smart Home Security

September 10, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 27, 2011           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 fulfilled the initial term of her Agreement with Vivint, and that she has been unable to cancel her account at this time because of a verbal extension she made to her Agreement.  Ms. [redacted] desires cancellation of her Agreement without penalty. After further review, Vivint’s records show that Ms. [redacted] did agree to an extension of the term of her Agreement on May 22, 2014.  This extension was for twelve (12) months from that date.  As such, Ms. [redacted] has fulfilled her initial and extended Agreements with Vivint.  Per Ms. [redacted]’s written request, Vivint will cancel her account at this time, without penalty.  Ms. [redacted] has no further obligation to Vivint and will not be billed further.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]

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

March 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 12, 2017           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 Vivint contract was reduced from 42 months to 36 months. A Vivint technician has been scheduled for March 25, 2017 to inspect Mr. [redacted]’s Vivint security system. Mr. [redacted] has requested a Vivint door lock to be added to his system. Mr. [redacted] is aware that his monthly fee will be increased to $70.99.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 28, 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 28, 2016           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he has had issues with the service. Mr. [redacted] requests that his account be canceled.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’ satisfaction. Mr. [redacted] may contact the Vivint representative who reached out to him 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 4, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 27, 2010           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: February 17, 2013           To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges she was unaware of the policy with Vivint regarding military move and special cancellation. Vivint’s records indicate that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months. When Ms. [redacted] contacted Vivint, Vivint requested corresponding from Ms. [redacted] in order to review her account for possible cancellation. Vivint did not receive these documents until recently. Vivint attempted to assist Ms. [redacted] by contacting the collections company, but Vivint is unable to assist Ms. [redacted]. Vivint’s records further show that Ms. [redacted] stopped making her full monthly payments after June 2013. As such, the account was cancelled for non-payment on October 30, 2013, 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: ###-###-####, 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,
[redacted]

June 04, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: Robert *. [redacted] Vivint Account #: [redacted] Date of Agreement: May 09, 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

Complaint: [redacted]
I am rejecting this response because:  I have a copy of the contract and and it was signed by [redacted] for a total of 42 Months. It does not have anything to do with a MS. [redacted].  if you don't even know my name.  Well, If she signed the contract then she can pay for it??I have tried several times to get help from customer service and they have told me they could help me a little, but then the next correspondence I get is for More money than I agreed to.  I am feeling verymuch like I have been taken. I have been paying for more than a year and things seemed to be okay until I got a notice that my payment didn't go through the bank  Since then I have had nothing but trouble with this company and their customer service.  I tried to explain to customer service  that my financial situation has changed.  I can barely make the Payment that they changed my account to now.  Let alone two months payment if they take it out of the account before the 4th of the month and the bank denies payment because there is no money in it yet.I am on disability and only get so much a month.  I do watch my finances pretty close, but I don't always see everything.  I even called four different times trying to get it settled.  Sincerely,
[redacted]

July 21, 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 9, 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 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

March 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: September 10, 2011           To Whom...

It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that her mother has had a lot of issues with the equipment and getting a technician to repair the equipment. As such, Ms. [redacted] requests that her mother’s account be cancelled without any penalty. 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 is being resolved to Ms. [redacted]’s satisfaction. 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 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: October 20, 2016           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] explains that he has had multiple issues with the service. As such, Mr. [redacted] requests that his account be cancelled without penalty.   A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. In an effort to help Mr. [redacted] Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that 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

October 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 2014           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 attempted to contact 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] 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

April 19, 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, 2009           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted]’s Vivint account has been canceled effective immediately. Ms. [redacted] has no 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

May 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 2016          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 she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her Agreement.  Ms. [redacted] desires cancellation of the Agreement without penalty.  Vivint maintains its position. Vivint’s Agreement is with Ms. [redacted] and is not dependent on her location, or her apartment’s policy concerning alarm systems. Vivint is able and willing to move the service to Ms. [redacted]’s new location at no cost. In the previously referenced Pre-Install Survey Ms. [redacted] indicated that she had received and read a copy of her Agreement and that her representative did not make any promises which were not in writing on said Agreement. Cancellation of Ms. [redacted]’s service without penalty is not warranted at this time.In an effort to resolve these concerns Vivint remains willing to move Ms. [redacted]’s service at no charge. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1849.63; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $1387.22.  Alternately, Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232, or she may contact the representative she has been working with 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]

December 22, 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 31, 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] state she was promised a $100 gift card by her sales representative, but she never received the card. Ms. [redacted] desires for Vivint to give her the offered gift card. A representative of Vivint recently reached out to Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate Ms. [redacted] was sold a Vivint system by a third party dealer and the account is marked as such. The gift card in question was not an offer made by Vivint. As such, Ms. [redacted] will need to contact her sale representative for fulfilment of this offer. 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,
[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,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm not going to discuss this matter any further with the company, however, I will be seeking an attorney, due to the fact that the company has committed fraud by forging my aunt's name on the contract. 
Sincerely,
[redacted]

April 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted] and [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

July 24, 2008           To Whom It May Concern:I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that his alarm system was disconnected and he requested cancellation of his account in June 2015, and that Vivint continues to bill him for service. Mr. [redacted] further states that he sent Vivint a copy of the letter he sent in June 2015, and that Vivint has refused to refund his payments since that time.  He desires a refund of the monies he paid to Vivint from June 2015 to present, and for his account to be cancelled. Vivint’s records show that Mr. [redacted] signed an Agreement with Vivint on July 24, 2008, in which he agreed that service would continue year to year after the initial term of thirty-six (36) months, unless cancelled in writing no less than 30 days before the next renewal term (Alarm Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on March 29, 2016, and at this time Vivint has cancelled the account.  Vivint did not receive any correspondence from Mr. [redacted] prior to this recent letter and has not received any proof that a letter or email was sent in June 2015.  Mr. [redacted] recently provided a letter with a typed date of June 1, 2015; however there is no postmark to show that the letter was actually sent on that date.Pursuant to the signed Agreement, a refund of payments made since June 2015 is not warranted at this time.  However, in an effort to assist Mr. [redacted], Vivint will send a refund back to the bank account on file in the amount of $[redacted] to reimburse half of the payments made since June 2015. Mr. [redacted] has no further obligation to Vivint and may expect his refund in 7-10 business days.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]