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.
However I am not satisfied with the fact that the business continues to insist they have my voice recorded but will not let me hear the recording. While they close my account they stated that the  representative that called me could not be understood so therefore I didn't understand what I was agreeing to. Again, for the third time and three different stories as to how and for how long, I agreed to a contract extension. As far as I am concerned this company continues to commit fraud with its clients and contract extensions. I am glad they agreed to close my account but they are not compelled to change their business practices. 
Sincerely,
[redacted]

April 15, 2016 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: April 28, 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 representative and Ms. [redacted] have agreed upon a resolution. Ms. [redacted] has agreed to a pay a discounted payoff amount in order to have her account cancelled. 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]

Complaint: [redacted]
I am rejecting this response because: Unless the contract you have differs from the one we were given section 13 states that Vivint has the right to cancel or suspend the contract for nonpayment and all that jazz, We have been paying for a service that is not working which I am quite sure that you are aware of as you are the "Monitoring company" if the monitoring equipment is not in working order what exactly are you monitoring? You clearly want us to continue to pay for a service to  which only your company is the only beneficiary which is great for you, Getting this service was a disastrous  mistake on our part but paying for a nonworking service and paying for equipment that does not work and offers us no peace of mind at any moment someone can break in our home and murder my family and I all because the monitoring service we pay for every month is not functioning. We want it out of our home please come and take your equipment and we should not have to pay for it either the service promised was not upheld we do not have peace of mind or safety with a non working monitoring service.  
Sincerely,
[redacted]

January 18, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, 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 has experienced technical issues with the Vivint application on his mobile device.  Mr. [redacted] further explains that Vivint has been unable to resolve these issues. Mr. [redacted] requests immediate cancellation of his Agreement with no penalty and a refund of all payments made to Vivint. Vivint’s records show that Mr. [redacted] has experienced minor issues with the Vivint application. A technician was sent to Mr. [redacted]’s home on December 13, 2017 to resolve any physical issues with Mr. [redacted]’s equipment. Additionally Vivint provided a work around solution for Mr. [redacted]’s software issue. Records do not indicate that Mr. [redacted] has contacted Vivint support with any issues following that date and he does not specify specific issues he is experience in his complaint. Vivint representatives have attempted to contact Mr. [redacted] in an effort to ascertain the exact nature of the software issues he is experiencing. As the equipment installed in Mr. [redacted]’s home is functioning correctly cancellation without penalty is not warranted at this time.Due to the mobile application issues Mr. [redacted] has experienced Vivint has reduced Mr. [redacted]’s monthly rate by $5.00. Additionally, Vivint requests that Mr. [redacted] contact the Vivint representative who has attempted to contact him so that his exact software issues can be addressed.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]

January 10, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 3, 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 cancelled the account in account but Vivint continued to charge her for three months. Vivint has stated they will refund these payments, but Ms. [redacted] has yet to receive this refund. Ms. [redacted] desires a refund of the payments taken from her in October, November, and December of 2017.   Vivint’s records indicate on January 2, 2018, a refund in the amount of $206.97 was sent back to the bank account on file, to refund the three months of monies paid to Vivint by Ms. [redacted]. Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint.  I apologize for any undue delay in this process.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 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, 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 her Agreement with Vivint was for twenty-four (24) months. However, she states that Vivint has informed her that her Agreement was for forty-eight (48) month. Ms. [redacted] requests that Vivint reduce her term to twenty-four (24) months.  Vivint’s records indicate that on July 13, 2016 Ms. [redacted] signed an Agreement with Vivint with an initial term of forty-two (42) months. 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 July 7, 2016. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $60.99 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.   Vivint has also attached a copy of Ms. [redacted]’s original Agreement indicating an initial term of forty-two (42) months.  Due to this information Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted. If Ms. [redacted] desires cancellation of her account Vivint recommends that she contact Vivint’s Customer Loyalty department regarding her within-term cancellation options.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]

September 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:...

February 17, 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] states that she has had complications with her system since it was installed, and that Vivint has failed to resolve these issues. Ms. [redacted] further states that Vivint has not refunded her for the months the system did not work.  She believes that Vivint has breached the Agreement, and she desires cancellation of her Agreement without penalty and a refund of all monies paid to Vivint.  At this time, to assist Ms. [redacted], Vivint agrees to reduce her monthly services fee by $10.00 for the remainder of her Agreement term.  In addition, Vivint is willing to send a technician to Ms. [redacted]’s home at no charge, to further address any issues she is having with the system.Vivint’s records indicate that on February 17, 2017, Ms. [redacted] signed an Agreement with an initial term of forty-two (42) months and a monthly services fee of $49.99, plus any applicable taxes, during that term.  This Agreement states that Vivint does not warrant that the system will always operate, and that it is the customer’s duty to regularly test the system and report any problems to Vivint.  Ms. [redacted] has notified Vivint of problems with her door sensor and Vivint has sent technicians to Ms. [redacted]’s home five (5) times to address this issue.  Three of those times, Ms. [redacted] has either refused service or was not at the house when the technician arrived.  Vivint replaced the sensor on March 22, 2017 and re-programmed the sensor on May 4, 2017.  A Vivint representative recently offered to send Ms. [redacted] another replacement sensor, but she declined this offer.  Vivint applied a credit in the amount of $25.00 for downtime of the door sensor.  Vivint has made every effort to resolve Ms. [redacted]’s issue with her door sensor, and cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time.  However, Vivint acknowledges Ms. [redacted]’s frustration and has reduced her monthly services fee to $39.99, plus any applicable taxes.  Should Ms. [redacted] wish to accept Vivint’s offer of a free service visit, she may call Customer Care at 1-800-216-5232 to schedule an appointment. 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 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: June 30, 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 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, and for her Vivint system to be removed from her home.A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2249.50; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $1687.12.  Alternately, Ms. [redacted] has been offered a credit to her Vivint billing account in the amount of $179.96 (four months of monitoring fee).  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 June 30, 2016. 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 $44.99 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 Ms. [redacted]’s agreement without penalty is not warranted at this time; however, if Ms. [redacted] wishes to take advantage of either of the offers explained above, 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]Chief Compliance Officer

May 23, 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, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of May 16, 2016. The equipment was removed from Mr. [redacted]’s home on May 16, 2016. Mr. [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

July 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Darrell C[redacted] Vivint Account #: [redacted] Date of Agreement: March 25, 2015           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 is being resolved to Mr. C[redacted]’s satisfaction.  Mr. C[redacted] may contact this Vivint representative if he has any further concerns or questions.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]

November 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 14, 2011           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 Vivint has sent documentation to an incorrect address and has called an incorrect phone number in order to collect a debt.  Mr. [redacted] further alleges that Vivint has not offered alternative solutions to his mother in attempting to collect a debt.  He desires a formal apology, correction of his mailing address on the account, and a reduction of the balance owed to Vivint.Vivint’s records show 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.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Ms. [redacted] stopped making her monthly payments after August 2013.  As such, the account was cancelled for non-payment on December 31, 2013, and was transferred to an outside collections agency.  Vivint has not contacted Ms. [redacted] in regards to this account since January 2014, and Vivint’s records show the same address listed on this complaint.  The collections agency may be contacting Ms. [redacted] at this time, and she must settle the balance of her account or address any concerns regarding contact information or account balance with this outside collections agency.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.     I,m waiting for a signed letter from Madison B[redacted] who assured me that she will respond by us mail within 72 hours.  It may take a few days to get the letter.  when I have a signed letter I will consider the case closed.  This conversation with Madison B[redacted] took place 7/29/2015 at 10;05am..  Thank you very much for help in us reaching a resolution.Thurman C[redacted]

March 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, 2016          To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she recently moved and they are now unable to afford the system. Ms. [redacted] contacted Vivint to cancel the account but was informed she was still under Agreement. Ms. [redacted] was unaware of the Agreement. Ms. [redacted] desires cancellation of the account without penalty.  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 August 19, 2016. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $60.99 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.    Ms. [redacted] notified Vivint of her move on July 28, 2017. An appointment was scheduled for September 7, 2017; however when a Vivint install tech knock at the door, he reported no one was home. 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 $2,500.59, however Vivint will take 40% off the payoff amount, bringing it to $1,500.35. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to reduce her monthly rate to $35.73, plus any applicable taxes. If Ms. [redacted] wishes to take advantage of either offer, I would advise her 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

March 29, 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: May 20, 2009            Date of Addendum: September 24, 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] explains that after moving into a new home, she had confirmed an appointment with a Vivint representative to have a technician sent out to install Ms. [redacted]’s system. The technician had a four hour window of which he had to arrive at Ms. [redacted]’s home, Ms. [redacted] arrived an hour into that time frame. After waiting almost the full length of the time period for the technician to arrive, Ms. [redacted] called a Vivint representative which informed Ms. [redacted] that the appointment had been cancelled. Ms. [redacted] had attempted to cancel her account with Vivint multiple times, and was eventually sent to collections. Ms. [redacted] desires cancellation of her Agreement and removal of her account from collections.   Vivint has agreed to cancel Ms. [redacted]’s account with Vivint, as well as remove her from collections.   Vivint’s records show that a technician attempted to install Ms. [redacted]’s system on June 10, 2015, but Ms. [redacted] was reported to not be home. Vivint did not hear from Ms. [redacted] in regards to rescheduling an appointment to have a technician install the system. Vivint received a call from Ms. [redacted] on October 20, 2015 requesting to cancel her account. Vivint’s cancellation policy requires customers to send a Notice of Cancellation letter to Vivint 30 days prior to the requested cancellation date, after they have completed the term of their contract. Unfortunately, Ms. [redacted] was still within the term of her contract, therefore Vivint was not obligated to cancel her account. Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after May 11, 2015.  As such, the account was cancelled for non-payment, and was sold to an outside collections agency.   Despite this information, Vivint agrees to the above resolution. Ms. [redacted] no longer has any obligation to Vivint or Perfection Collections.   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 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]

November 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, 2011           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] spoke with a representative from Vivint on November 13, 2015 regarding these concerns, and Vivint believes that this matter is resolved.  Ms. [redacted] has no further obligation to Vivint, and the past due balance on her account has been waived.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. I will contact vivint at the number provided today to arrange for return of all equipment. 
Sincerely,
[redacted]

February 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 17, 2016 To Whom It May Concern: In her rebuttal, Ms. [redacted] states that she does not know [redacted], and that she is not willing to provide a copy of her driver’s license to Vivint for review of her forgery claim. As stated in Vivint’s first response, Vivint has removed Ms. [redacted]’s name from the account in question and has removed her name from any collection attempts in an effort to resolve this matter.  Vivint is not requesting a copy of Ms. [redacted]’s driver’s license.  She has no obligation to Vivint, and Vivint believes this matter is 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me.
I have called multiple times to complain about the service and the product.  And it upsets me even more to be called a liar.  Just because you say I did not call does not mean I did not.  And because of this is why I feel as the company takes advantage of people.  I was told when I signed up originally that I was paying for the service and any issues I had would be taken care of.  But now I am told I have to pay for service calls.  I know Vivint responded with telling me they would waive the service call fee, but that is only because I took the measures I did.  I should not have to go through these issues to get something taken care of.  To me that shows lack of professionalism from the company.  I have spoken to at least 13 people who have had issues as I have with this company and believe they take people.  Vivnt has not followed through with what the sales man sold me on and this is why I believe I should not be held to the contract.  The sales man promised great service and any issues would be taken care of as soon as possible.  But instead the service has been shotty at best and I still have equipment that is flat out a piece of junk.  
Sincerely,
[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: June 10, 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 was misled by a Vivint representative regarding the terms of her Vivint Agreement. Ms. [redacted] states that her Vivint security system has caused her electricity bill to increase drastically  Ms. [redacted] desires cancellation of the Agreement without penalty, and a refund of monies paid to Vivint.  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 June 10, 2015.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 Ms. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,859.69; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 40%, bringing the total payoff amount to $1,115.81.  Alternately, Ms. [redacted] has been offered a reduced monthly rate by 40% bringing her monthly RMR to $35.99 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, Chief Compliance OfficerNathan *. W[redacted]