Vivint Smart Home Security

Revdex.com:The $was honored but I will not be satisfied until I receive a letter stating myaccount is cancelled and paid in fullThey said I will receive the letter within business daysUntil then, this is not resolved 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]

Tell us why here...September 30, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 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 Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this representative and Ms [redacted] have agreed upon a resolution If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W***Chief Compliance Officer

September 9, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she has had equipment complications that she was unaware of, and that Vivint will not cancel her Agreement without penaltyMs [redacted] desires cancellation of her Agreement without penaltyVivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint A representative from Vivint has contacted Ms [redacted] and has confirmed this resolution If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

August 1, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Shenetha S [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondIn her complaint MsS [redacted] alleges that Vivint has not canceled her contract and has invoiced her for months that she should have been cancelledVivint’s records indicate that MsS [redacted] ’s account has been cancelledMsS [redacted] has no balance remaining on the account and has no further obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

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.A supervisor finally contacted me and was extremely helpful and understandingHe was the best representative I've heard from there in my years of having service with Vivint Thank you for your help Sincerely, Melissa [redacted]

December 20, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 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 previously informed by Vivint that his contract is month-to-monthMr [redacted] further explains that he is now being told that he is still under contract with VivintMr [redacted] requests cancellation of his account At this time, Vivint is willing to cancel Mr [redacted] ’s account without penalty Vivint’s records indicate that prior to the installation of any equipment, Ms [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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on August 12, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that he would pay a monthly monitoring fee of $each month during that term Further, Ms [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 Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Despite the information mentioned, Mrand 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 11, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 5, To Whom It May Concern:In his rebuttal, Mr [redacted] states he contacted the original technician directly to repair his system, and this is why Vivint has no record of these appointmentsThe technician has been unable to resolve his issue so Mr [redacted] desires the cancellation of his Agreement without penaltyThe policy Mr [redacted] quotes in his rebuttal stating that it is the customer’s responsibility to contact the technician who installed his system directly is incorrectVivint never has a customer reach out to a technician nor should a technician be dispatched to a home without an appointmentVivint’s policy regarding service appointments, not matter the length of time into an Agreement, is for the customer to contact Vivint’s call center and schedule the appointmentThe reason for this is Vivint will have record of the different troubleshooting methods that were used to attempt to resolve the technical concernsVivint has not official record of these appointments Mr [redacted] states occurred; as such Vivint has no record what was done in an attempt to resolve the concernsRepair rather than cancellation is the proper course of actionVivint would like the opportunity to inspect the panel.A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve these concernsIn resolution to this matter, Mr [redacted] may contact Vivint’s representative to schedule an appointment to inspect his equipmentVivint has also credited Mr [redacted] ' account in the amount of $Should Mr [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $2,744.55, however Vivint will take 25% off the payoff amount, bringing it to $2,058.41.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 11, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

June 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE:Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8, 2015To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that Vivint informed her that in the case of a move, she could have the system reinstalled at her new address and the new tenants could keep the previous systemShe is requesting a brand new system be installed at her new address, free of charge, with no contract renewal, as well as lower monthly paymentsAt this time, Ms [redacted] may either retrieve the system from her old address and have it reinstalled with no contract renewal, transfer her account and the payments to her tenants and leave the system in the old address, renew her contract in exchange for a new system, or purchase the new equipment outright Vivint’s records show that on June 8, 2015, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months By signing this Agreement, Ms [redacted] represented that she understood and accepted Vivint’s termsUpon installation, Vivint provided Ms [redacted] over $1,worth of Vivint equipment and additional equipment is available for purchaseIn the event of a move, Vivint’s policy is to pull the equipment from the old location and then reinstall it at the new locationAny cosmetic damage done to the wall is the customer’s sole responsibility, and they are responsible for the transfer of any equipment provided to themIn resolution to this matter, Vivint agrees to the above offersReplacement of Ms***’s functioning equipment at Vivint’s expense is not currently warrantedMs [redacted] may contact Vivint’s representatives to take advantage of any of the above offers.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 14, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: October 14, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint she explains that during the installation of the system that there was damage done to her homeMs [redacted] requests $to repair her wall.Vivint agrees to pay $toward the repair of Ms***’s wallVivint’s records indicate that Ms [redacted] has been working with Vivint’s Claim Resolution Department to resolve this issueThe Claim Manager has reviewed the photographs that Ms [redacted] provided and received several estimated costs for repairsSeeing as the damage done is minimal the estimated cost of repair is below $Therefore it is not warranted for Vivint to send $for the repairs.Vivint advises Ms [redacted] to contact Vivint’s Claim Resolution Department to collect the $150.00.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 4, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 18, Date of Addendum: June 17, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she does not recall extending the term of her Agreement with Vivint, and that now she is unable to cancel her AgreementMs [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint agrees to waive the past due balance of $and cancel Ms***’s Agreement without penalty, effective immediately.Vivint’s records show that on July 18, 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, 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 monthly rate 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 VivintDespite the validity of this extension, Vivint agrees to the above resolution Ms [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 3, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 30, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter will be resolved to Mr [redacted] ’s satisfaction upon completion of his system removal appointment If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because I am rejecting until I see what the resolution they come up with will be Sincerely, [redacted] ***

October 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that the system began to have problems not long after installationHe claims that he called Vivint in an effort to resolve the situation but did not receive any satisfaction, and that he informed a sales manager that he would be mailing back the equipmentAs such, he is requesting that the system be collected and the contract be cancelled.At this time, Vivint is willing to offer a free appointment for a technician to address any equipment concerns as well as a free month of serviceCancellation is not currently warrantedVivint’s records show that on June 26, 2017, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Mr [redacted] did not sign the contract, and thus has no authority over the account and is under no obligation to VivintBy signing the contract, Ms [redacted] represented that she understood and accepted all terms of the Agreement, including her commitment to pay Vivint a fee every month for monthsFurthermore, the contract states that it is the customer’s responsibility to report any equipment issues to Vivint and that Vivint will provide assistance as soon as possibleVivint’s records show that following the initial installation, the first call that was made was to request cancellation due to equipment issues on July 15, During that call, the representative offered to schedule a technician to address his concerns since the account was past the Right of Rescission period, but Mr [redacted] declined all offers of resolutionVivint’s records also show that the customer further declined all future offers for troubleshooting assistance over the phone or for a technician appointmentAs stated in the contract, Vivint does not warrant that the equipment will always function but will provide technical assistance as soon as possible upon the customer’s request.Due to the above information, Vivint has agreed to provide a free technician appointment to ensure the system’s functionality as well as a free month of service to compensate for any inconveniencesMr [redacted] may contact Vivint’s customer care department in order to schedule an appointment at his convenienceIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 2, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 1, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that Ms [redacted] account has been cancelled as requested and $has been refunded to the card on fileVivint apologizes for any inconvenienceIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 10, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 7, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because: These statements are a lieI was never told they would waive the fee, I even asked about it and they said I would have to pay it although it was a equipment problem(it seemed)The credit was suppose to be applied in December, and I've called every month and they hadn't put it through or it hadn't been "approved"I canceled card, so they finally decided to call me to get payment after two months of taking my money out when I was suppose to have a creditLady on phone told me it was approved but no one had even submitted it to go throughHaven't heard back since and they were suppose to call two days later that phone callCustomer service and customer loyalty representatives are rude and don't care what I have to say Sincerely, [redacted] *

July 27, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: William [redacted] C*** Vivint Account #: [redacted] Date of Agreement: February 21, To Whom It May Concern:I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrC [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrC***’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

November 5, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 19, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that he moved residences and should not be held liable for a system he is not usingMr [redacted] desires cancellation without penaltyVivint’s records indicate that on October 19, Mr [redacted] entered into an agreement with Vivint by signing a System Purchase and Services AgreementIn this Agreement Mr [redacted] agreed to pay $ [redacted] plus any applicable taxes for forty two (42) monthsMoving away from or not using the service does not warrant cancellationIn an effort to assist, Vivint will waive the $move fee of his system or Mr [redacted] can either transfer his contract to another individual or pay off the remaining contract termThe total amount to cancel his account is $ [redacted] If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

January 7, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 26, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, she alleges that she was charged a alarm feeShe also alleges that she has been experiencing issues with her alarm system and nobody has fixed it for herMs [redacted] is requesting to have her account cancelledOn October 19, 2015, Ms [redacted] reached out to Vivint and explained the issues that she was experiencing with her equipmentA representative attempted to reach out to the customer via phone but the customer did not answerA technician was never sent out to her homeOn January 1, 2015, Ms [redacted] called in unhappy about a alarm fee she was chargedCancellation without penalty is not warrantedHowever, since Ms [redacted] notified Vivint of the equipment issues before the alarm fee was charged, Vivint has agreed to refund Ms [redacted] the alarm feeVivint will also send a technician to inspect Ms [redacted] ’s systemA representative from Vivint has recently attempted to contact Ms [redacted] via email and phone in an effort to resolve her concernsIf she wishes to take advantage of this offer, she may reach out to that representativeIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***