Vivint Smart Home Security

October 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, 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 had to move from her home and has attempted to have her account transferred to another party, but that Vivint will not release her from the terms of her Agreement.  Ms. [redacted] desires cancellation of the Agreement without penalty.  Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement, in which she represented that she understood and agreed to the initial term of sixty (60) months, and that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Ms. [redacted] also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, and during this conversation her sales representative indicated that her initial term was approved to be forty-two (42) months.  As such, I have reduced the term on Ms. [redacted]’s account to forty-two (42) months, instead of sixty (60) months. Cancellation of the Agreement without penalty, however, is not warranted at this time.Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 50%, bringing the total payoff amount to $[redacted].  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.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 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: April 11, 2012         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 was told that Vivint’s security equipment would work with another home security company. Ms. [redacted] desires a refund for all monies paid to Vivint.Vivint’s records indicate that the Agreement does not state that the equipment will work with another security provider. If another provider has the ability to utilize the Vivint equipment, they may do so, but Vivint will not provide back end codes for the other provider. A refund for all monies paid to Vivint is not warranted. 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

May 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: July 17, 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 her sales representative did not inform her of the correct policy for moving and cancelling her System Purchase and Services Agreement (“Agreement”) and she was not made aware of her Agreement term. Ms. [redacted] desires cancellation without penalty. Vivint agrees to waive all fees associated with moving Ms. [redacted]’s alarm system and will remove her from collections with a $0 account balance provided Ms. [redacted] continues her Agreement term. Vivint’s records indicate that Ms. [redacted] first called into Vivint on November 5, 2015 to inform Vivint that she had moved residences. Vivint informed Ms. [redacted] that there would be a $99 move fee and that she would have to bring her master panel with her to her new residence. Ms. [redacted] informed Vivint that she was promised a free move but Vivint could not find any record of this promise. 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 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 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. During the Pre-Installation Survey, Ms. [redacted] represented that she was the owner of her home and she understood and agreed that her Agreement has an initial term of forty-eight (48) months and that she would pay a monthly services fee of $64.99 plus any applicable taxes each month during that term. She further represented that these terms were clearly provided in the front of her Agreement and that Vivint’s representative did not make any promises or commitments to her that were not provided on the Agreement. Vivint relied on Ms. [redacted]’s representations during this survey and, based upon her representations, entered into the Agreement with her and installed an alarm system in her home. Due to Ms. [redacted]’s representations during the Pre-Installation Survey cancellation without penalty is not warranted. Nevertheless in an effort of goodwill Vivint agrees to the above resolution. Should Ms. [redacted] desire to take advantage of Vivint’s offer I would advise her to contact Vivint’s Customer Loyalty department at ###-###-#### to schedule an appointment to have her system installed. 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

August 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: August 13, 2016           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that she attempted to contact Vivint to cancel her System Purchase and Services Agreement (“Agreement”) but she was unable to do so with Vivint’s Customer Support. Ms. [redacted] desires her Agreement cancelled without penalty and a refund of all monies paid to Vivint. Vivint’s records indicate that Ms. [redacted]’s Agreement is cancelled and a refund of all monies paid to Vivint was sent to her on August 22, 2016 in the amount of $169.18. Ms. [redacted]’s alarm system was removed from her home on August 19, 2016. Vivint believes this matter has been 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

It still boils down to, the rep that was at our house , initiated our copy of the contract , telling us we could discontinue the service after one year. This rep. Was employed by their company. By the way, we did stop auto payments of $69.99 per month. Vivint was sneaky enough, " Chase Bank wording," not mine, they withdrew $209.97 on 01/20/16. I've been told byChase Bank they cab take as much as they want, and Even use a "Sister Co." And take-out more money. The more I think about the phone call, giving them permission to install, etc., etc. I believe my big mouth was in the "background telling them about the one-year deal"  We will gladly return ALL OF THE EQUIPMENT. Just let us know. After this last move, of taking out this $ $209.97 I have no faith in this company. I did give them notice that I was going to stop auto- payments. I was told by a Customer Loyalty Rep. bEnjamin K[redacted], that" I should do what I need to do".  I assumed the Rep. Coming to my house had the authority to do what he was doing.[redacted]

November 4, 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 2, 2013           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that she has experienced issues with the service. Ms. [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’ satisfaction. The account has been canceled as of November 4, 2016 without any additional charges. Ms. [redacted] no longer has any obligation to Vivint. 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

August 11, 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: June 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, she explains that she attempted to cancel her account within the allotted 3-day Right of Rescission (“ROR”) period. She further explains that she was advised by Vivint that her ROR period was over and she was unable to cancel. Ms. [redacted] desires a refund of all monies paid by her to Vivint.   Vivint’s records indicate that Ms. [redacted] was previously refunded $150.00 on August 4, 2016. In addition, Vivint has agreed to refund her $281.50 on August 11, 2016. These refunds will appear in her account within 7-10 days from the submission dates.   Vivint’s records further indicate that the first time Vivint was contacted regarding cancellation was a month after installation on July 28, 2016 by Mr. [redacted]. Prior to that date, there is no record of a request for cancellation. Despite this information, Mr. and Ms. [redacted] have 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.  to me. I DO NOT LIKE WHEN A BUSINESS LIES ABOUT WHAT REALLY HAPPENED AND WHAT IS GOING ON, BUT I DO ACCEPT THEM GETTING THEIR SYSTEM AT ANY TIME ANY DATE AND CANCEL THE CO TRACT THAT IS ILLEGALLY IN MY WIFES NAME AND THAT THERE WILL BE NO CHARGES THERE FOR AFTER.
Sincerely,
[redacted]

September 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 2011           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 attempted to contact 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

September 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 27, 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] states that when he moved he attempted to have the system installed at his new residence, but Vivint failed to do so. Mr. [redacted] further claims Vivint still attempts to collect on the service although he has no system in his home. Mr. [redacted] desires for the collection attempts to stop. Before this installation of the equipment in Mr. [redacted]’s original home, he signed a System Purchase and Services – Retail Installment Contract (“Agreement”). In this Agreement, Mr. [redacted] agreed to provide Vivint with a written notice of cancellation 30 day prior to the desired cancellation date after the initial term of the Agreement has been met (Section 2.3). Vivint received Mr. [redacted]’s written notice of cancellation on August 11, 2016; as such Vivint closed the account on September 11, 2016. All charges invoiced prior to September 2016 are valid.Despite the above information, Vivint would like to assist Mr. [redacted]. At the time of cancellation, Mr. [redacted]’s account was past due in the amount of $104.99. However, in resolution to this matter, Vivint has agreed to waive Mr. [redacted]’s past due amount and closed the account at a zero balance. Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further 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: (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.
Sincerely,
[redacted]
 P.S. I have been contacted by VIVINT on more than one occasion regarding this matter and at this time am completely satisfied with their response. The very next day VIVINT sent a technician to my home and he was not only very personable but completely fixed all problems I had with my system and to this day I have had no more issues. VIVINT has also contacted me directly and offered  me a substantial discount for the next 12 months to what I feel more than makes up for my inconveniences during the past year. At this point in time I give VIVINT as a Company overall an A+. Thank you for your help.Sincerely Frank Gashler

March 15, 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 25, 2016           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ response he explains that he would like 5 free points to be install in his home at no charge. A representative from Vivint has previously contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’ satisfaction. An appointment has been set for a Vivint technician to come out to Mr. [redacted]’ home to patch the holes in her wall on March 18, 2017 to install 7 points of free equipment. Mr. [redacted] may contact the Vivint representative who he has been in contact with if he has any questions. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 29, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 4, 2016          To Whom It May Concern:In her rebuttal, Ms. [redacted] requests further proof to the validity of the Agreement which she signed. She further explains that the installation of the Vivint Security System caused damage to doors in her home. She requests $10,000 as compensation for this damage.Vivint has included a copy of an Esign Consent between Ms. [redacted] and Vivint in which she gives her explicit consent for the System Purchase and Services Agreement (“Agreement”), which was previously provided, to occur electronically. Additionally, as previously indicated, in the Pre-Install survey Ms. [redacted] acknowledged and agreed to an electronic Agreement at that time.In regards to the damage to Ms. [redacted] doors; Pursuant to Section 6 of the Agreement Vivint is not responsible for damages arising from the installation of the security system in Ms. [redacted]’s home.Vivint maintains its position as previously stated. Ms. [redacted] must settle the balance of her account with the 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 22, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 2011         To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that the matter has been resolved to Mr. [redacted]’s satisfaction. If he has any further questions or concerns, he 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

February 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 27, 2012           To Whom It May Concern: I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that she has experienced issues with her thermostat and was asked to troubleshoot the issue when she called into customer care.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’ satisfaction. An appointment has been set for a Vivint technician to come out to Ms. [redacted]’ home to fix or replace her thermostat on February 15, 2017 and one moth of credit has been placed on her account. Ms. [redacted] may contact the Vivint representative who reached out to her 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

April 21, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, 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 been attempting to cancel his Vivint account for over a year, and that he continues to be charged for service.  Mr. [redacted] desires a refund of monies paid to Vivint since his request to cancel his account.  Vivint’s records indicate that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to an initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term.  Mr. [redacted]’s initial term ended in November 2014, and Mr. [redacted] contacted Vivint on December 5, 2014, to request cancellation of his service.  A written notice of cancellation was provided by Mr. [redacted] on April 10, 2015, and his account was cancelled on April 16, 2015.Vivint recognizes Mr. [redacted]’s desire to cancel his service at the end of the initial term, and will not hold him responsible for any monthly monitoring fees after November 2014.  In an effort to assist Mr. [redacted], a check in the amount of $[redacted] is being sent to the mailing address on file, to refund the monies paid to Vivint by Mr. [redacted] since the end of his initial term.  Mr. [redacted]’s account is cancelled, and he 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

August 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 2014           To Whom It May Concern: I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the equipment and the service. Mr. [redacted] desires the account to be canceled.A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of August 17, 2016 and a refund of $107.98 has been sent to Mr. [redacted]. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 23, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges she was informed there would be no cancellation fee to cancel her Vivint account. Ms. [redacted] further alleges she can no longer afford the system. Ms. [redacted] desires the cancellation of her account without penalty.   Vivint maintains its stance in regards to Ms. [redacted] account. Before for the installation of any equipment, Mr. [redacted] completed a Pre-Install survey. This survey confirmed the offer extended to Mr. [redacted], and confirms no offer was made to him that was not outline in the Purchase and Services Agreement. Further, Vivint offers its customer a three (3) day trial period. During this time, the customer has the right to cancel their Agreement without penalty. Vivint receive no such request to cancel on Ms. [redacted] during this period. Cancellation without penalty is not warranted at this time.Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay $[redacted]; which is 25% off her original payoff of $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to reduce her monthly rate to $[redacted], plus any applicable taxes. If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.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, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 23, 2008           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted]’s Agreement has been cancelled and he has no further obligation to Vivint. No additional charges will be collected by Mr. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 9, 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 his equipment has not operated properly despite numerous technicians sent to his home. Mr. [redacted] desires a refund of all monies paid to Vivint. A representative has recently attempted contact Mr. [redacted] to discuss his concerns and reach a satisfactory resolution. Vivint agrees to refund Mr. [redacted] all monies paid to Vivint. Mr. [redacted] will receive his refund in seven to ten business days. Vivint will need to remove Mr. [redacted]’s outdoor cameras in the future months. A representative will reach out to him to schedule an appointment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer