Vivint Smart Home Security

September 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, 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 he has had equipment complications that were not resolved by Vivint. Mr. [redacted] also alleges he had multiple appointment scheduled to fix his equipment, but the technician did not show up for appointments. Mr. [redacted] further alleges that his initial agreement with Vivint has expired, but the account has not been cancelled. Mr. [redacted] desires the cancellation of his agreement without penalty.Vivint’s records indicate that on June 25, 2011, Mr. [redacted] signed a Purchase and Services Agreement, representing that he agreed to an initial term of forty-two (42) months of service, and a monthly fee of $60.99 during this term. In Section 2.4 of the agreement states, “The original term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.” Vivint did not receive a written Notice of Cancellation thirty (30) days prior to the initial end date; as such Mr. [redacted]’s agreement was renewed with Vivint. Vivint records further indicate that a service appointment was never scheduled on Mr. [redacted] on after his install appointment, nor was there a requested for an appointment. All charges are valid on Mr. [redacted]’s account, and currently Mr. [redacted]’s account is four (4) months past due. Cancellation is not warranted, but Vivint would like to assist Mr. [redacted]. Vivint has agreed to waive the past due balance on the Mr. [redacted]’s account, and Vivint has agreed to the cancellation of the account. Mr. [redacted] no longer has any contractual obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 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] explains that for the past two (2) years he has been billed by both [redacted], his previous alarm company, and Vivint Inc. (“Vivint”). Mr. [redacted] further explains that he feels Vivint has given him false information regarding the cancellation of his [redacted] account. Mr. [redacted] requests that Vivint cancel his System and Purchase and Service Agreement (“Agreement”) without penalty refund him of all payments from May 5, 2014 to present. Vivint has no record of Mr. [redacted]’s notification to Vivint stating that he was under contract with another company before May 2016. At this time, Vivint would request that Mr. [redacted] fax or email a copy of his bank statement showing he was being billed for both [redacted] and Vivint from January 2016- May 2016. He may send these copies to [email protected] or Fax: ###-###-#### attention Department 160-Legal.Vivint’s records indicate that Mr. [redacted] first contacted Vivint about cancelling his service on September 30, 2014. Mr. [redacted] wrote Vivint a cancellation letter stating that he and his wife were unaware that the security system was being installed in their home. He further states in his letter that his daughter and her husband set up the account in his name without his permission. Mr. [redacted] sent in a copy of his driver’s license showing the signature on the Agreement was not a match. After the claim was reviewed, it was decided that Mr. [redacted] would have to continue with his Vivint Agreement. On March 20, 2016, Mr. [redacted] sent an email to Vivint stating he wished to cancel because he felt he was lied to by his sales representative about the length of the Agreement. Mr. [redacted] claims that his Vivint representative told him it would only be a twenty-four (24) month Agreement and not a sixty (60) month Agreement and therefore, he was requesting to cancel without penalty. Due to the above information, Vivint cannot come to a resolution without further documentation that would support Mr. [redacted]’s claim. Upon receiving bank statements from Mr. [redacted], Vivint will further look into this case.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 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

June 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Kimberly [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, 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] alleges that she has had equipment complications that have not been resolved, and that Vivint has not been able to schedule a timely service appointment.  Ms. [redacted] further alleges that she has been paying for service during the time that her alarm has not been working, and that Vivint will not allow her to cancel her service or guarantee a credit for system downtime.  Ms. [redacted] desires repair of her equipment in a timely manner, or cancellation of her Agreement without penalty.A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that a service visit has been scheduled with Ms. [redacted] for June 30, 2015.  A credit for two (2) months of service has been applied to Ms. [redacted]’s billing account.  Vivint believes this matter to be 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

Complaint: [redacted]
I am rejecting this response because:Vivint has failed to understand the nature of our concern and why we are asking for a refund.Also, Vivint customer service has acknowledged their error in auto-deducting the first 3 payments from our personal account during the time that our service was supposed to be set-up in deferment. I have been told by multiple agents that the $149.97 will be sent to me as a refund check in the mail, however, we have yet to receive it, even after a whole year has passed. The remaining $201.63 was also auto-deducted from our personal account (in 4 payments) due to Vivint customer service employees incorrectly explaining the deferment process/policy beyond the initial 6 month period and failing to continue the deferment as they originally stated they could. We did not have service installed in our home after relocating because during the many phone conversations with Vivint employees over the last year they never offered to install it, and we didn't ask about it because we weren't happy with the service we were receiving and wanted our refund before continuing any additional service or commitment.I am aware [redacted] (my spouse) signed a contract to pay x amount of money for x amount of time- IN EXCHANGE FOR HOME SECURITY SERVICE from Vivint. Vivint has not provided their end of the contract and that is why we are asking for our money to be refunded immediately.
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.
They investigated and corrected at this time.  
Sincerely,
[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

September 10, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 27, 2011           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she fulfilled the initial term of her Agreement with Vivint, and that she has been unable to cancel her account at this time because of a verbal extension she made to her Agreement.  Ms. [redacted] desires cancellation of her Agreement without penalty. After further review, Vivint’s records show that Ms. [redacted] did agree to an extension of the term of her Agreement on May 22, 2014.  This extension was for twelve (12) months from that date.  As such, Ms. [redacted] has fulfilled her initial and extended Agreements with Vivint.  Per Ms. [redacted]’s written request, Vivint will cancel her account at this time, without penalty.  Ms. [redacted] has no further obligation to Vivint and will not be billed further.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]

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

September 30, 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: January 7, 2011             Date of Addendum: June 17, 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] explains that she has fulfilled her contract, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   In effort to assist Ms. [redacted], Vivint has agreed to immediately cancel her account.   Vivint’s records show that on January 7, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on June 17, 2014.  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.   Due to the information above, no refund is warranted. 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

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 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]’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]Chief Compliance Officer

August 22, 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 10, 2017 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her response, Ms. [redacted] states that she has been unable to contact representatives from Vivint to resolve her home damage claim.Vivint’s records indicate that a representative has contacted Ms. [redacted]. Vivint has exhausted their resources and Ms. [redacted] has agreed to contact a third party to obtain an estimate for the repairs to her intercom system. Once this estimate has been received Vivint will proceed with resolving Ms. [redacted]’s home damage claim.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 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 19, 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] alleges that her system’s remote access function has not worked. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that on August 28, 2015 Ms. [redacted] had called into Vivint and a representative was able to get her access to her system remotely. Ms. [redacted] has been approved for a free technician. If Ms. [redacted] desires she can redeem this free appointment and a technician will resolve any issues with her system and her remote access. Vivint’s remote access capabilities are an added package to the monthly monitoring service. Since Vivint has been providing monitoring service for the term of the Agreement cancellation without penalty is not warranted 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]

December 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 18, 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 matter has been resolved to Ms. [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]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:I maintain the stance that I was still being charged monthly for services not rendered. Also there was never any "offering" of a service technician to come and upgrade my system. Furthermore, I would like see exactly what "terms of service" I signed for as I have never received a copy. I am requesting that vivint upload a copy of it with my signature and date.  Sincerely,
[redacted]

April 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: May 28, 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 Mr. [redacted]’s satisfaction.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 20, 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        Date of Addendum: November 5, 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 does not recall extending the term of her agreement over the phone with Vivint, and that now she has moved and Vivint would not cancel her agreement without penalty. Ms. [redacted] further states that she has not been using Vivint’s service since March 2016.  She desires a refund of the cost of her panel as well as all services fees paid since March 2016.At this time, Vivint agrees to refund Ms. [redacted] her recent payment of $497.13 which paid off the remaining months of her extended Agreement term.  A representative from Vivint has recently contacted Ms. [redacted] via email to confirm this resolution.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. Vivint spoke with Ms. [redacted] regarding her alarm service on November 5, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in exchange for a reduced rate for the next twelve (12) months.  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. Ms. [redacted] notified Vivint of her move on August 29, 2017, and prior to that she had not contacted Vivint about problems with her service or about a move.  As such, Vivint will not refund payments made pursuant to the Agreement before this notification.  Vivint has no record of Ms. [redacted] paying for a panel.Despite the validity of the extension of Ms. [redacted]’s Agreement, Vivint agrees to the above resolution.  Ms. [redacted] has no further obligation to Vivint, and Vivint will refund the payment made for the remaining twelve (12) months of her Agreement term.  Ms. [redacted] may expect this check in the mail in the next 7-10 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

September 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: September 2, 2014          To Whom It May Concern:In her rebuttal, Ms. [redacted] states that Vivint’s sales representative came to her door and that she did not know her signed Agreement had an initial term she would be obligated to fulfill.  Vivint maintains its position that, in addition to signing the Agreement which clearly states that the initial term is sixty (60) months, Ms. [redacted] completed a telephonic Pre-Installation Survey and represented verbally that she was aware of the 60 month term.  Vivint relied on this representation to ensure that Ms. [redacted] understood the terms of her Agreement. Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time.To assist Ms. [redacted], Vivint has reduced her monthly services fee by $20.00 for the remainder of her term. Further, should Ms. [redacted] wish to payoff and cancel her Agreement prematurely, Vivint is willing to reduce her payoff amount by 55%.  The payoff amount is currently $1,889.65; however, the reduced payoff at this time would be $850.34.  To accept this offer, she may 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

December 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] 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. 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