Vivint Smart Home Security

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 credit was applied to bill but current bill amount was not changed. I hope this issue will be corrected soon.
Sincerely,
[redacted]

September 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 10, 2010           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. After further review, 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

Tell us why here...December 8, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: March 24, 2012                                                              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 the complications that were experienced throughout the cancellation process. Mr. [redacted] requests that the charges from 7/27/16 to present be removed.  Vivint’s records indicate that Mr. [redacted]’s account was cancelled on 12/1/16. All charges from 7/27/16 to present have been waived and will not affect his credit. Vivint apologizes for any undue delay or inconvenience this may have 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, 2017To 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 has missed multiple appointments to fix her cameras. She claims that she has spent hours on the phone to have this issue addressed. The desired settlement that Ms. [redacted] requests is a ‘refund’. At this time, Vivint is willing to refund the payments made while the system was not operating and provide two months of free service. Vivint apologizes for the inconvenience of any missed appointment. The records show that appointments to address the camera issues were scheduled for May 9 and May 11. Vivint’s technician closed both work orders as ‘Customer No-Show’s. There is currently an appointment scheduled on a different technician. 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 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 2010           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted]’s Vivint account has been terminated effective immediately. Additionally, a refund has been issued in the amount of $49.99 to Ms. [redacted]’s checking account ending in [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

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]

May 18, 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:  9/1/2012 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 has been waiting for three (3) weeks for her front door sensor to be repaired or replaced by Vivint.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]

August 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Steven B[redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 2011        To Whom It May Concern:I have reviewed the...

information provided by Mr. B[redacted] and appreciate the opportunity to respond. In his complaint, Mr. B[redacted] alleges that he cancelled his account with Vivint at the end of the term of his Agreement, but that he was charged for service in August and has been denied a refund of that payment.  Mr. B[redacted] desires a refund of $62.67 and no future debits from his account.  To assist Mr. B[redacted], a refund in the amount of $[redacted] is being sent to the mailing address on file, via check.  Ms. Tracy B[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 20, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: June 12,...

2010       Date of Addendum: June 4, 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 recently requested cancellation of her agreement but was advised that she had renewed her service term over the phone and could not cancel without penalty. Ms. [redacted] desires cancellation of her Vivint agreement without penalty.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on June 12, 2010, Ms. [redacted] signed a Purchase and Services Agreement with APXAlarm (the name of the company was changed to Vivint in 2011), with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on June 4, 2016.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement to keep her monthly rate and warranty the same.  Based upon this representation, Vivint offered a sixty (60) 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 sixty 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 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: 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

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 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

October 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: April 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 representative and Ms. [redacted] have agreed upon a resolution. An appointment has been scheduled for the removal of the system. A refund has been issued and will be received within 7-10 business 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

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 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: October 29, 2016           To Whom It May Concern: I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that the breaker was tripped before the other HVAC technician came to her home and when the technician turned the back on when the fire happened. Ms. [redacted] requests that Vivint pay the $1800.00 to cover the cost of repairs plus and additional $200.00, totaling $2000.00 and cancelation of her account with Vivint.Vivint agrees to send Ms. [redacted] a check of $750.00 and cancel Ms. [redacted]’s account with Vivint upon the recovery of the equipment in her home.Because Vivint’s thermostat does not have the capacity to direct the 240 VAC that damaged the HVAC system as explained by two HVAC technicians, and because the damage was done while another HVAC technician was working on the HVAC system. Evident by Ms. [redacted] explaining that the breaker tripped before the HVAC technician came to her home, showing that the breaker was doing its job by preventing a power surge that would damage the equipment in her home, then the breaker being turned back on by the other HVAC technician allowed the surge to continue and damage the system and start the electrical fire that Ms. [redacted] talks about. Because of these facts and because we are not able to get another HVAC technician out for a second opinion; Vivint paying Ms. [redacted] $2000.00 is not warranted.Despite these facts, and in an effort to assist Ms. [redacted], Vivint agrees to the above resolution. Where Vivint will send Ms. [redacted] a check of $750.00 and cancel her account with Vivint if Ms. [redacted] will allow Vivint to recover the equipment in her home. If Ms. [redacted] would like to move forward with this resolution or if she has any questions she can contact the representative who previously reached out to her 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

January 30, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: Mrs. [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: March 16, 2017                                                   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 has experienced technical issue with her system. Ms. [redacted] requests cancellation of her account.   A representative has reached out to Ms. [redacted] via phone and email in an effort to resolve her concerns. Vivint is willing to cancel her account upon receipt of the equipment. She may contact this representative to schedule an appointment.   However, it should be noted that 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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on March 16, 2017.   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 she would pay a monthly monitoring fee of $49.99 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, Vivint agrees to the above resolution. 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 10, 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 11, 2009           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 canceling the account. Mr. [redacted] would like his account canceled.A representative from Vivint has recently attempted to contact Mr. [redacted] via email 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. Mr. [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: ###-###-####, 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: August 11,...

2016           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had multiple complications with his system and that technicians have damaged his home without fixing the problems, specifically the technician who was at his home on December 8, 2017. Mr. [redacted] explains that his system is still not working and Vivint will not send a technician due to a complaint from the last technician.  He desires cancellation of his Agreement without penalty, removal of Vivint’s equipment from the home, repair of damages, and a refund of all monies paid to Vivint for equipment and services. At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.  The equipment in the home belongs to Mr. [redacted] and he may do with it as he pleases. Vivint is waiving the remaining $2,837.57 of Mr. [redacted]’s Agreement and as such will not be providing any further compensation or refund.Vivint’s records show that Mr. [redacted] signed an Agreement with an initial term of sixty (60) months and a monthly services fee of $65.99, plus any applicable taxes, during that term.  The Agreement states that Vivint cannot warrant the system will always operate, and that Vivint is not liable for consequential or incidental damages (Section 5: Repair Service).  Although Mr. [redacted] is within the initial term of his Agreement, Vivint acknowledges his troubles with the system and agrees to the above resolution.  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

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

January 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 2, 2012           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] alleges that he not received documentation that his account has been closed. Mr. [redacted] further alleges that Vivint Inc. (“Vivint”) had the wrong phone numbers on his file and that his cameras have not been functioning. Mr. [redacted] desires a refund of all monies paid to Vivint for the last six months of service. After further review, a representative from Vivint has sent Mr. [redacted] documentation stating this his account has been closed. Records show that under Section 12, Customer Duties, of Mr. [redacted]’s System Purchase and Services Agreement (“Agreement”), Mr. [redacted] is required to notify Vivint of any changes in phone numbers or contact information for his Emergency Contacts. His equipment has been correctly monitored the last six months. Further, he is also required to notify Vivint if he experiences any malfunctions of his system. Records show that Vivint was last notified in April of 2015 and a technician was sent to Mr. [redacted]’s home. The camera(s) were fixed at that time. In order to assist Mr. [redacted], Vivint will submit a refund of $** for any equipment failures that Mr. [redacted] has experienced. 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]