Vivint Smart Home Security

March 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: July 25, 2012                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he was charged after he sent in his cancellation notification. Mr. [redacted] requests that Vivint refund him the amount.   Vivint’s records indicate that the amount of $78.21 was issued on February 23, 2017. Mr. [redacted] will receive this refund within 7-10 business days from the issue date.   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 23, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]     ...

                                                          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 the sales manager in this particular area to inform of the incident that occurred at Mr. [redacted]’s residence. Vivint does not encourage this type of behavior in any way and sincerely apologizes for any inconvenience this has caused.   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

September 7, 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...

28, 2008        Date of Addendum: November 29, 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 services, but that Vivint continues to bill her for services she is not using. Ms. [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty.At this time, Vivint has cancelled Ms. [redacted]’s Agreement and has waived the past due balance in the amount of $119.97.Vivint’s records show that on July 28, 2008, Ms. [redacted] signed an Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on November 29, 2014.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for installation of an updated system.  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. Ms. [redacted] stopped making monthly payments after June 2016 and sent Vivint a written notice of cancellation on July 12, 2016; however, as she was still within the extended term of her Agreement, cancellation was not warranted and Ms. [redacted] continued to be billed for monthly service fees.Nevertheless, Vivint agrees to the above resolution.  Ms. [redacted] has no further obligation to Vivint and will not be responsible for the past due balance on her 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 20, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 16, 2008           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and removed from collections. Mr. [redacted] has no further contractual obligation to Vivint. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on May 15, 2008, in which he agreed that service would continue month to month after the initial term of thirty-six (36) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation has not yet been provided by Mr. [redacted].Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on August 4, 2014. Mr. [redacted] again called Vivint on January 29, 2015 and a Vivint representative was able to inform Mr. [redacted] on how to turn on his Vivint Systems chime. Mr. [redacted] called Vivint on June 5, 2015 and a Vivint representative was able to inform Mr. [redacted] on how to turn on his Vivint Systems chime. Mr. [redacted] again called Vivint on April 14, 2016 and a Vivint representative shipped batteries to his home. Vivint was not notified of any further equipment issues until recently.  Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after November 2017  As such, the account was cancelled for non-payment on February 27, 2018, and was sold to an outside collections agency.  After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and removed from collections. Mr. [redacted] 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

February 17, 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 25, 2011             Date of Addendum: May 20, 2014                                         To Whom It May Concern:                              I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In her complaint, Mr. [redacted] explains that his system has stopped working. Mr. [redacted] requests cancellation of his account.   At this time, Vivint is willing to immediately cancel his account without penalty.   Vivint spoke with Mr. [redacted] regarding his alarm service on May 20, 2014.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.                           Despite the information mentioned, Mr. [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

February 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 2015           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint Inc. (“Vivint”) has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] and Vivint have reached an agreement in regards to this matter.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: June 17, 2011         To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In her complaint, Mr. [redacted] alleges he has received a call threating a lawsuit in regards to balance due to Vivint. Mr. [redacted] would like to be removed from collections. Vivint’s records show 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 the initial term of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term. Vivint’s records further show that Mr. [redacted] stopped making his full monthly payments after August 2013.  As such, the account was cancelled for non-payment on October 31, 2013, and was sold to an outside collections agency. Vivint has no record of this alleged call, but it most likely came from this credit agency. Mr. [redacted] must settle the balance of his account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

July 28, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 15, 2007             Date of Addendum: November 4, 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] explains that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] requests cancellation of his agreement without penalty.   At this time, Vivint is willing to immediately cancel Mr. [redacted]’s account without penalty.   By way of explanation, Vivint spoke with Mr. [redacted] regarding his alarm service on November 4, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement 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.   Despite this information and the validity of the extension, Mr. [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

December 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 29, 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 Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Ms. [redacted] satisfaction. Vivint has scheduled the removal of the system on January 2, 2018. Upon receipt of the equipment, Vivint will cancel the account without penalty. 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

November 21, 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: February 18, 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] explains that he was informed that his Vivint contract was to continue for a term length of 24 months. Mr. [redacted] requests that Vivint lower his term to 24 months.     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 February 18, 2016.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (42) months.  He also represented that he would pay a monthly monitoring fee of $65.99 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 which Mr. [redacted] did sign.    Due to this information, Vivint is not willing to make changes to Mr. [redacted]’s Agreement.   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 am rejecting this response because:This will be the third time you have sent someone out to "fix" the thermostat in a year. This, in addition to the fact that the technicians you send have ZERO experience in HVAC and your technicians themselves have made comments that Vivint does not train them on how to work on thermostats, doesn't lead me to believe this will fix the problem. Should I assume you will take responsibility if one of your technicians screw something up? Like I said in my original statement, I am tried of paying for a service and system that does not work and quite frankly I don't want associated with the inadequate and unethical business you provide. 
Sincerely,
[redacted]

November 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 8, 2012            Date of Addendum: May...

15, 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 Vivint extended the term of the Agreement without her knowledge. Ms. [redacted] desires either proof that she agreed to extend her Agreement over the phone or the cancellation of her account without penalty. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account without penalty.  Vivint’s records show that on May 8, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. As such, the initial term of the agreement would have lapsed on November 8, 2015. However, Vivint spoke with Ms. [redacted] regarding her alarm service on May 15, 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 above information, in resolution to this matter, 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

June 27, 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 6, 2016 - Cancelled                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that her account has been cancelled and she has been expecting a refund that she has not received. She requests that she immediately be refunded.   Vivint’s records indicate that Ms. [redacted]’s refund was successfully submitted on June 20, 2016. Ms. [redacted] can expect this refund to appear back in her account within 7-10 business days from June 20, 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]

July 31, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Gayle W[redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 2014           To Whom It May Concern:I have...

reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. In her complaint Ms. W[redacted] alleges that her Vivint system has not worked properly. Ms. W[redacted] desires cancellation of the Agreement without penalty. A representative from Vivint has recently contacted Ms. W[redacted] in an effort to resolve her concerns. Ms. W[redacted] has an appointment scheduled for August 13, 2015, during this appointment a technician will determine if Ms. W[redacted]’s system will function properly or not. If the system will not work in Ms. W[redacted]’s home Vivint will schedule another time for a technician to remove the Vivint system and cancel Ms. W[redacted]’s account without penalty. 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 *. W[redacted]

August 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: July 9, 2016           To Whom It May Concern: I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the installation of the system and the service. Mr. [redacted] requests that his account be canceled.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Vivint has agreed to cancel Mr. [redacted]’s account once a Vivint technician has been able to remove the equipment from Mr. [redacted]’s home. An appointment has been set for a Vivint technician to come out to Ms. [redacted]’s home to remove the system on August 26, 2016 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 31, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 she had a negative experience at the time she was sold the Vivint system, and that she still has not received the doorbell camera that she was promised.  Ms. [redacted] desires to have her doorbell camera installed immediately, or cancellation of her Agreement without penalty. A representative from Vivint has recently been in contact with Ms. [redacted], in an effort to resolve this matter.  A Vivint Field Service Professional is scheduled to be dispatched to Ms. [redacted]’s home on November 12, 2015, to install the doorbell camera. I apologize for any undue delay in this process, and for any inconvenience this may have caused Ms. [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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Carol W[redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 2015           To Whom It May Concern:I have reviewed the...

information provided by Ms. W[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. W[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. W[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 *. W[redacted]

Complaint: [redacted]
I am rejecting this response because: I have been in contact with Vivint Customer Care for the past 4 months and each representative promised that I would be contacted to resolve this issue, but I have not received any correspondence from Vivint until initiating this consumer complaint. A police report was filed with the Florissant Police Department in Missouri on August 10, 2017, Police Report No: 17-005282, I filed a police report after Jim C[redacted] with Vivint directed me to file the report. I have made several phone calls to Vivint and I even called Vivint back in August to provide the police report number after filing the report. Vivint phone calls into Customer Care are recorded and if they are reviewed it will prove that I have been in constant contact with Customer Care as well as the promises that I would receive a call back, but never have. I did received an email from Tyler H[redacted], Legal Assistant with Vivint on 12-13-17 in regards to this complaint. 
Sincerely,
[redacted]

April 12, 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: July 1, 2015                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he has been unable to cancel his account. Mr. [redacted] requests that Vivint cancel his account.   Vivint’s records indicate that Mr. [redacted] account was cancelled on April 10, 2017. Mr. [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

May 27, 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: August 8, 2007           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, [redacted]