Vivint Smart Home Security

June 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: August 25, 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 sales representative told him that he could cancel or move his service if he needed to. When he attempted to cancel his System Purchase and Services Agreement (“Agreement”) he was told he would have to either pay off the remaining contract balance or transfer service to another individual. Vivint agrees to waive the fees associated with moving Mr. [redacted]’s service. Alternatively, Vivint agrees to waive fifty (50) percent of Mr. [redacted]’s pay off amount. Mr. [redacted] may cancel his Agreement for $1547.12, marked down from $3094.24. Before any customer enters into an Agreement with Vivint, and prior to the installation of any equipment, the customer must complete a telephonic Pre-Installation survey with Vivint’s Account Creation department. If a customer does not pass the required Pre-Installation survey, Vivint will not enter into an Agreement with the customer and will not install any equipment in the customer’s home. The purpose pf the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. During the Pre-Installation survey, Mr. [redacted] represented that he understood and agreed that his Agreement has an initial term of sixty (60) months and that he would pay a monthly monitoring service fee of $69.99 plus any applicable taxes each month during that term. He further represented that these terms and conditions were clearly provided on the front of his Agreement and that Vivint’s representative did not make any promises or commitments that were not written on the Agreement. Vivint relied on Mr. [redacted]’s representations during this survey and, based upon his representations, entered into an Agreement with him and installed an alarm system in his home. Due to Mr. [redacted]'s representations during the Pre-Installation survey cancellation without penalty is not warranted. Vivint agrees to the options stated above in resolution to this matter.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 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

February 15, 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: February 4, 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] explains that he was incorrectly charged $129.00 installation fee. Mr. [redacted] requests that Vivint refund this amount.   Vivint has issued Mr. [redacted] a refund of $129.00 and he will receive this within 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 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]

Revdex.com:The so called signed contract they said we signed was mailed to us and we noticed my wife signature was forged by the salesman, thereby changing the initial contract from 24 to 42months! When we spoke to the representative on 6/2/17, we explained it to her and that was the ground for the contract termination.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for following up with me and my wife, good job Revdex.com!!
Sincerely,
[redacted]

August 15, 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: June 10, 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 representative and Mr. [redacted] have agreed upon a 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

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]

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]

December 10, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: September 18, 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] alleges that no one has lived in the home where the Vivint system is installed for the last three years, and that the system was removed from the home entirely in July of 2015. He further alleges that despite the fact that Vivint was not monitoring during this time, Vivint refused to honor his request for cancellation and continued to bill him though he had moved from the home. Mr. [redacted] requests cancellation of his System Purchase and Services Agreement (“Agreement”).Vivint’s records confirm that Mr. [redacted] entered into the original Agreement on September 18, 2010 for an initial term of 42 months. However, Vivint spoke with Mr. [redacted] regarding his alarm service September 30, 2013 and offered a forty-two month extension to which Mr. [redacted] agreed. As such, the term of Agreement does not lapse until March 18, 2017.  Unfortunately, changing residence is not grounds for cancelling the Agreement. Mr. [redacted] agreed to pay $[redacted], each month throughout that term. When a customer has moved from the location where the system was initially installed, Vivint makes various options available to ensure that they can fulfill the obligation under the terms of their Agreement, such as moving the system to their new residence. Contrary to Mr. [redacted]’s representations, Vivint’s records indicate that it continuously received signals from Mr. [redacted]’s system until June 22, 2015, at which time Vivint received a signal that indicated that power to the system had failed. Based on Mr. [redacted]’s representations, presumably this is when his son unplugged the system. When this occurs, customers receive an automated call to notify them of the failure. Mr. [redacted] could have contacted Vivint at any time to reconnect the system. Vivint cannot support any allegation that Mr. [redacted] was not billed in accordance with his Agreement, or that Vivint failed to provide monitoring services. However, in order to assist Mr. [redacted], Vivint will cancel Mr. [redacted]’s account and will refund him any payments after his Notice of Cancellation was received on July 15, 2015. Total refund will be $[redacted] from payments made in the months of August and September. 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]

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 26, 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 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] 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

Complaint: [redacted]
I am rejecting this response because:  They failed to include that I had made 2 separate appointments for reconnection, these appointments were confirmed and nobody showed up or called to say they were not going to show up.  I missed 2 workdays because of this.  Also, the one time the technician showed up, I was on my way to work as I never did confirm that appointment.  For the record, I have contacted Vivint many times and calls promised were not returned.  Therefore, I feel they violated the contract by not showing up for appointments I made, and at this point I have no confidence in their customer service and hence no confidence in their ability to protect.  I feel it is in my best interest to move on with a company I have confidence in.    
Sincerely,
[redacted]

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

January 30, 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: August 11, 2008                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that her grandfather, Mr. [redacted], disconnected his service in July of 2015; however, Vivint has continued to charge his account monthly.   Although not warranted, Vivint has agreed to cancel Mr. [redacted]’s account immediately without penalty.   Vivint spoke with Mr. [redacted] regarding his alarm service on November 14, 2014.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement 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.   Vivint did not receive Mr. [redacted]’s required Notice of Cancellation until August 24, 2015. Additionally, Vivint received a check from for the amount of $559.86 which was applied to Mr. [redacted]’s account as credit because Mr. [redacted]’s account was not eligible for cancellation at this time due to the extension of his Agreement. All payments from September of 2015 through October of 2016 came out of this check that was sent in August of 2015. However, Vivint has agreed to refund the 4 payments of $39.99 that came out of Mr. [redacted]’s checking account in August of 2015 and November, December and January of 2017. Mr. [redacted] will receive the amount of $159.96 in his checking account within 7-10 business days.   It should also be noted that Mr. [redacted] was responsible for assuring that his system was in working condition based off of section 11 of his Agreement in which it states:   You will test the System’s protective devices and test signals to the Center in accordance with our instructions at least monthly.   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 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: July 25, 2012           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 cancelled his service ten months ago but Vivint continued to bill him for service. Additionally, the individuals that moved into Mr. [redacted]’s home that the system was installed in received a false alarm fee of $150. Mr. [redacted] desires a refund in the amount of $700 and for Vivint to reimburse the family that is living in his previous residence $150. Vivint’s records indicate that Mr. [redacted] called Vivint on June 17, 2015 to request cancellation as he had moved from his previous residence and was no longer using the alarm system. Mr. [redacted] was informed of his cancellation options and advised on the takeover of his account. On June 24, 2015 Mr. [redacted] called back into Vivint to inform us that he would allow the new homeowners to take over his System Purchase and Services Agreement (“Agreement”). The new homeowners decided against taking over the Agreement and the Agreement remained Mr. [redacted]’s responsibility. Mr. [redacted] then called Vivint on March 29, 2016 to inquire why his account was still active. He was told that the new homeowners did not take over his Agreement and he was told to send in a written letter of cancellation in order to have his Agreement cancelled. Mr. [redacted] sent in his notice of cancellation on March 29, 2016 and the Agreement was cancelled on May 19, 2016. Since it is a customer’s responsibility to ensure that their Agreement has been taken over a refund for ten months of service is not warranted. Vivint agrees to send Mr. [redacted] a refund for monies paid to Vivint since receiving his notice of cancellation, in the amount of $149.36. Additionally, by signing his Agreement Mr. [redacted] agreed to take full responsibility for any false alarm fees acquired as stated in section ten (10) of the Agreement. “You agree that you and others using the system will use it carefully so as to avoid causing false alarms. False alarms can be caused by weather or other forces beyond our control. If we receive too many false alarms, that will constitute a breach of contract by you and we may cancel monitoring service and seek to recover damages. If a false alarm fine or penalty is charged to us, the Center, or you by any government agency or third party, you will pay for the charge.”Due to Mr. [redacted] agreeing to this term, reimbursement of $150 to the new homeowners is not 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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: July 3, 2009        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 her recently cancelled her alarm system due to an upgrade being need to continue being monitor. Ms. [redacted] was unsatisfied with the upgrade offer, so she started the process of closing out the account. Ms. [redacted] further states that Vivint will not refund her the most recent service fee. Ms. [redacted] desires a refund of this service fee. Vivint’s records show that on July 3, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  By signing this agreement, Ms. [redacted] agreed to provide Vivint a 30 day notice of cancellation prior to her desired cancellation date (Section 2.4). A refund of the service fee is not warranted; however, Vivint would like to assist Ms. [redacted]. Vivint has approved a refund of Ms. [redacted]’s most recent month service fee. Records indicate that a refund in the amount of $53.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted]. Ms. [redacted]’s account is cancelled, and she 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

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. Although their response has given me what I requested, the way they responded making it effective immediately supports my allegations of poor customer service. 
Sincerely,
[redacted]

December 8, 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 27,...

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’s Legal department has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved with Mr. [redacted].  Vivint has applied credit for the downtime, and will continue working with Mr. [redacted] to make repairs or cancel his Agreement as needed.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]

Non Negioable after these Events
Complaint: [redacted]04, May 2015
I am rejecting this response because: These Events Happen Primarly by Installer, [redacted],  on Installation Date; Specific About "Loaving Downstairs HVAC Unit Thermostat Running" His Specific Instructions to both my wife and me, to Leave Downstairs Thermostat Always Running!
Entire Electric Bills for Each Month of Service Defective Equipment and Total Electric Bills; without Exceptions We Have Written Documentations of Vivint Damages to HVAC System and Wasted Electric Consumation
Sincerely,
[redacted] & [redacted] 05, May 2015

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]