Vivint Smart Home Security

September 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] alleges that he has had numerous technicians cancel appointments that were scheduled. Mr. [redacted] desires a refund for the time his alarm system has not worked. Vivints records indicate that a technician visited Mr. [redacted]’s home to resolve the issues with the system on September 11, 2015. Vivint’s technician was told that there were no current issues for him to resolve. Since Mr. [redacted] is a valued new customer Vivint will refund Mr. [redacted] $[redacted] and provide him with a free month of service, covering October’s monthly fee. Vivint will also provide Mr. [redacted] with a free technician visit if any further issues arise, this offer is valid until it is redeemed. 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]

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]

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]

I did finally receive a response from a Vivint support staff member named Karrie J[redacted].  We agreed that I would finish out my current contract with Vivint which is due to expire on  11-11-15 but I would no longer be held to the verbal contract with Vivint for an additional 60 months due to the fact that Vivint cannot provide support for my security system in a  timely manner.  Ii will advise the Revdex.com if there are any further problems with Vivint since final resolution is a couple of months away.   
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,
Janet T[redacted]

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

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

February 26, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: July 11, 2016                         To Whom It May Concern: In her rebuttal, Ms. [redacted] states that each time Vivint has sent a technician to her home the issues have not been resolved, and the credits applied to her account were for these issues and returned equipment.  Ms. [redacted] believes that Vivint should not be able to enforce her contract. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on February 24, 2018 to address her issues with the system.  Vivint’s technician added repeaters to improve communication between devices and tested the system.  In addition to credits already applied for downtime, Vivint will reduce Ms. [redacted]’s monthly services fee by 30% for the remainder of her initial term.  This also reduces the payoff balance should she wish to cancel her Agreement prematurely.Ms. [redacted] signed a 48-month Agreement with Vivint on July 11, 2016, and Vivint has worked with her to resolve problems with the system, both over the phone and by scheduling service visits.  Vivint now agrees to the above resolution and has reduced Ms. [redacted]’s monthly services fee to $42.69 for the remainder of her Agreement term. 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 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

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 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 2012           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]’ 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]

September 21 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that his mother unfortunately passed away and has sent in the necessary documentation to cancel her account but Vivint has continued to withdraw money from his mother’s bank account for the monthly service fee. Unfortunately, I am unable to find the Vivint account in question with the information given by Mr. [redacted].  I would advise Mr. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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 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

July 27, 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 2, 2011Date of Addendum: January 13, 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] states that he has no recollection of agreeing to a contract extension, and that Vivint refuses to cancel the account. He is requesting immediate cancellation.At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and immediately cancel his account.Vivint’s records show that on July 2, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on January 13, 2015.  During this call, Mr. [redacted] was offered a contract extension of forty-eight (48) months to ensure that his monthly rate would remain the same. Mr. [redacted] accepted Vivint’s offer and was 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-eight 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 above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representative if he has any further 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

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 keep their response on file as evidence that my account has been closed and zero balance is owed to Vivint. Thank you for your assistance in resolving this matter quickly. 
Sincerely,
[redacted]

December 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 21, 2015           To Whom It May Concern:I have reviewed...

the information provided by Mrs. [redacted] and appreciate the opportunity to respond. After further review, Vivint Inc’s (“Vivint”) records show that Mrs. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has contacted Mrs. [redacted], in an effort to resolve these concerns.  An appointment has been scheduled for the removal of Vivint’s equipment on January 6, 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]

Complaint: [redacted]
I am rejecting this response because:I have already repaired drywall damage, and continue to take clothing to dry cleaners, until all clothing is insulation free.  Filed a small claims court case, and will be seeking further damages for lost wages, cost of cleaning home that was contaminated with insulation, also the allergic reaction I had to the insulation and had to seek medical treatment, along with drywall and dry cleaning expenses.
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,
Steven B[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

January 26, 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 18,...

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 requested cancellation of her Agreement but was advised that she only had 3 days to do so, and she questions if that policy is legal.  Ms. [redacted] desires cancellation of the Agreement without penalty.  Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time.Vivint’s records show that Ms. [redacted] signed an Agreement on June 18, 2014 which states that the initial term of the contract is sixty (60) months and the monthly services fee during that term is $69.99, plus any applicable taxes. The signed Agreement explains the Buyer’s Right to Cancel in Section 4: “If this Agreement was solicited to your residence and you do not want the goods or services, you may cancel this Agreement by mailing a notice to the seller.  The notice must say that you do not want the goods or services and must be mailed before midnight of the third business day after you sign this Agreement.” Vivint did not receive a notice of cancellation from Ms. [redacted], and Ms. [redacted] stopped making her monthly payments after July 2016.  As such, the account was cancelled due to non-payment on December 29, 2016, and was transferred to an outside collections agency.  Ms. [redacted] must settle the balance of her account with this outside collections agency at this time.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 2017           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]