Vivint Smart Home Security

June 5, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: Richard [redacted]  Vivint Account #: [redacted] Date of Agreement: May 22, 2015           To Whom It...

May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that his sales rep misrepresented the agreement with Vivint in regard to his trial period. Mr. [redacted] also alleges he has experienced equipment issues after the installation of his system. After further review of Mr. [redacted]’s account, Vivint has agreed to cancel his account. A Vivint representative has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at [redacted] and schedule an appointment to remove the equipment from Mr. [redacted]’s home. Following retrieval of the equipment, Vivint will refund him his payment, in the amount of $[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

February 3, 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: January 2, 2012             Date of Addendum: May 4, 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] explains that she and her husband have moved from their previous residence where the system is installed. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to immediately cancel her account.   Vivint spoke with Ms. [redacted] regarding her alarm service on May 4, 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.                           Despite the information mentioned, 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 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

Tell us why here...February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: October 3, 2008 Date of Addendum: April 2, 2016    ...

      To Whom It May Concern: I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In Mrs. [redacted]’s complaint she explains that she has had difficulty cancelling her account. As such, Mrs. [redacted] requests that her account be cancelled and Vivint refund her all monies paid.A representative from Vivint has recently attempted to contact Mrs. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [redacted]’s satisfaction. Vivint received Mrs. [redacted] written Notice of Cancellation on January 23, 2018, and Mrs. [redacted]’s account with Vivint was cancelled on January 30, 2018. Because Vivint did not received a written Notice of Cancellation earlier no refund is warranted. If Mrs. [redacted] has any questions or concerns she may contact the Vivint representative who reached out to her.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, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 18, 2015           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. 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 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

November 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 19,...

2008        Date of Addendum: March 10, 2016 To Whom It May Concern: I have reviewed the information provided by Ms.  [redacted], daughter of Ms. [redacted], and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that her mother has had complications with her Vivint system since it was installed in March 2016, and that she has recently requested cancellation of her service but has been unable to due to an extension of the contract that was done over the phone. Ms. [redacted] desires cancellation of her mother’s Agreement without penalty.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement and service without penalty, effective immediately.Vivint’s records show that on May 19, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on March 10, 2016.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for an upgraded alarm system.  Based upon this representation, Vivint offered a thirty-six (36) 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 thirty-six months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.  Although the extension of Ms. [redacted]’s Agreement is valid, 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

June 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Alicia [redacted]  Vivint Account #: [redacted] Date of Agreement: September 7, 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]’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]

August 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 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 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 she had any further questions or concerns, she may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (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.     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]

December 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 17, 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 misled by a Vivint representative regarding Vivint’s moves policy, and now is unable to cancel his agreement.  Mr. [redacted] desires cancellation of the Agreement without penalty, and a refund in the amount of $249.95 of monies paid to Vivint.  Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. 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 September 17, 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 $49.99 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.   Vivint’s moves policy found at https://support.vivint.com/how-to/moves-policy states: If you have been a customer for at least a year and you sign a new agreement for your new residence, the moving fee will be waived. If you choose to remain under your current agreement, you will be charged a $99 move fee. If you have been a customer for less than a year, a $99 move fee will be charged. Vivint will provide you with a “like for like” system in your new residence, meaning we will provide the same number of protection points.* You will need to remove and bring with you your main control panel, any cameras, key fobs, and appliance modules.Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $794.15. Alternately, Mr. [redacted] has been offered a reduced monthly rate by $10.00, bringing his monthly monitoring fee from $49.99 to $39.99 for the remainder of his initial term.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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. While I have spoken with many many many reps from Vivint  the odds of getting in touch with the same one seems to be slim to none.  I do have emails with phone numbers on them but once again the reps on the phone WILL NOT transfer the call to them.  This process with the Revdex.com seems to be the best way to communicate with Vivint. If the system doesn't perform as any person would expect from a service that you pay for I will contact Vivint and wait for someone to  contact me for 96 hours after that I will try the Revdex.com again.
Sincerely,
[redacted]

February 26, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 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 the term of her agreementand that  her Vivint security system was poorly installed. Ms. [redacted] further states that a smoke make was left around the Vivint panel that was not properly repaired. Ms. [redacted] states that she has been paying a monthly monitoring fee for a Vivint indoor camera that was never installed in her home. Ms. [redacted] desires cancellation of her agreement without penalty. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this timeVivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on April 28, 2016 with an initial term of sixty (60) months, a monthly services fee of $80.99, plus any applicable taxes, during that term. Section 5 and 6 of this Agreement state: “We do not warrant that the System cannot be defeated or compromised or that it will always operate. This warranty does not cover repairs that are needed because of an accident, acts of God, your failure to properly use the System, or if someone other than us attempts to repair or change the System, or any other reason except a defect in the equipment or our installation. We are not liable for consequential or incidental damages... Any costs incurred to repair pipes, wires or other obstructions, and any resulting damaged walls, ceiling, floors or furnishings shall be your sole expense and responsibility.”Vivint’s records further indicate that Ms. [redacted] signed a Release & Settlement Agreement for Vivint Claim on May 17, 2017 stating:Upon receiving a signed copy of this Release and Settlement Letter Agreement (“LetterAgreement”), Vivint will hire a handyman/contractor and electrician on your behalf to repairany Vivint-caused damages. In return, you agree to release and forever discharge Vivint, formerly APX Alarm Security Solutions, Inc., its subsidiaries, and all current or former officers, directors, attorneys, successors, agents, servants, employees, representatives, vendors, suppliers, assigns (collectively the “Vivint Releases”), of and from any and all manner of actions, causes of action, suits, debts, sums of money, accounts, bills, contracts, promises, damages, judgments,executions, claims or demands of whatever kind or nature, in law or equity, known or unknown,asserted or unasserted, against any or all of the Vivint Releases that have occurred up to thedate this Letter Agreement is signed by you [redacted].  Vivint upheld this Agreement by hiring third part Handyman Matters to make repairs to Ms. [redacted]’s home. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. A refund was issued in the amount of $85.00 on September 6, 2017 to refund Ms. [redacted] all payments made to Vivint for the Vivint indoor camera that was not installed in her home.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 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 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 her sales representative had promised to pay off her previous alarm contract with Safe Guard totaling at $589.16 but this has not been completed yet. Ms. [redacted] desires her contract with Safe Guard to be paid off. Vivint’s records indicate that Ms. [redacted] has been notified to send in her final statement that shows her contract payoff amount. Upon receiving this statement Vivint will review it in order to issue a check to Ms. [redacted] to pay off her Safe Guard contract. Vivint must receive the final statement before a check can be issued. I would advise Ms. [redacted] to send in her final statement to the fax number or address listed below.  Ms. [redacted] has previously sent in a statement showing her past due amount with Safe Guard but Vivint will need a statement showing the total amount required to cancel her Safe Guard 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because: The technician came out to set up the system and after we were told that the fees would be waved they end up telling us that it would cost an additional $900 to install our security system.  This is not what we had agreed on.  All fees were supposed to be waved and I took yet another day off of work and the issue is still not resolved. I tried to call back the legal team and reach the same person that was helping me before but only reached the main Vivint number for customer service landing me back at square one.
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

February 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 2014                   ...

     To Whom It May Concern: I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] alleges to moving her residence and being unable to cancel her System Purchase and Services Agreement (“Agreement”). She desires cancellation without penalty from her Agreement from Vivint Inc (“Vivint”). Unfortunately, changing residence is not grounds for cancelling the Agreement. Mrs. [redacted]’ Agreement began on July 22, 2014, and continues for an initial term of sixty (60) months. She agreed to pay $[redacted] plus applicable taxes, each month throughout that term. Since Mrs. [redacted] has moved from the location where the system was initially installed, Vivint makes various options available to ensure that she can fulfill her obligation under the terms of her Agreement. (1) Vivint could remove the system from Mrs. [redacted]’ home and install it at her new residence. (2) Vivint can install a new system at Mrs. [redacted]’ new residence for a nominal fee. (3) Mrs. [redacted] may pay off the remaining balance of her Agreement, currently $[redacted], however, in order to assist Mrs. [redacted], Vivint will reduce her payoff amount by 55%, making the payoff amount $[redacted] (4) Vivint will allow Mrs. [redacted] to transfer the remaining balance of the Agreement to a third party who can fulfill the terms on her behalf. 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]

April 3, 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 6, 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]’ satisfaction. A refund has been processed in the amount of $159.99. Ms. [redacted] can expect that refund as a check in the mail within the next 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: (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

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 appreciate the Revdex.com of Utah and Vivint taking care of my complaint in such a timely manor.
Sincerely,
[redacted]