Vivint Smart Home Security

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

September 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 19, 2013           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that her system’s remote access function has not worked. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that on August 28, 2015 Ms. [redacted] had called into Vivint and a representative was able to get her access to her system remotely. Ms. [redacted] has been approved for a free technician. If Ms. [redacted] desires she can redeem this free appointment and a technician will resolve any issues with her system and her remote access. Vivint’s remote access capabilities are an added package to the monthly monitoring service. Since Vivint has been providing monitoring service for the term of the Agreement cancellation without penalty is not warranted at this time. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

October 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 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 has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

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

October 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: July 7, 2009           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 cancelled his System Purchase and Services Agreement (“Agreement”) in April of 2016 but Vivint continued to charge him for service. Mr. [redacted] desires his Agreement cancelled without penalty and for Vivint to stop all attempts to collect a debt. Vivint agrees to waive any past due balance and to cancel Mr. [redacted]’s Agreement without penalty. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Mr. [redacted] called into Vivint on April 12, 2016 to inform Vivint that he desired cancellation, he later decided that he would like to move his system into his new residence and Vivint granted him with a month long deferment so Mr. [redacted] could move into his new home and would not have to worry about paying his service fee while he was moving residences. Mr. [redacted] then decided that he would like to cancel his Agreement. Since the process of cancellation was stopped to facilitate a move the cancellation process had to be started anew. Since Mr. [redacted] did not complete his second cancellation request his Agreement remained active and he was charged for monthly service. Nevertheless, 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

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]

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]

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]

Complaint: [redacted]
I am rejecting this response because: THIS IS NOT A SERIOUS COMPANY, AND WHEN YOU ARE SET FOR AN APPOINTMENT, TO FIX THE MATTER THEY CHANGE IT WITHOUT YOUR CONSENT.  
Sincerely,
[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]

May 4, 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: May 17, 2014


To Whom It May Concern:
I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint and Mr [redacted] have agreed upon a resolution in this matter. If Mr. [redacted] has any additional 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: ###-###-####, attention Department 160 – Legal.
Sincerely,
Nathan *. W[redacted]

February 24, 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 20, 2015           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 was not informed that he would have to buyout the remainder of the contract if he wanted to cancel early and that he did not give permission for the technician to install the system in his home. As such, Mr. [redacted] requests that his account be cancelled.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 Mr. [redacted] entered into an Agreement with Vivint on June 20, 2015. Mr. [redacted] agreed to an original agreement term of forty-two (42) months and to pay a monthly payment of $49.99 each month of that term. In total Mr. [redacted] agreed to pay Vivint $2,729.58 which is stated on the agreement. Mr. [redacted] also agreed to section 6 of the agreement which gave Vivint permission to install the equipment in Mr. [redacted]’s home.Due to these facts, cancellation of the account without paying the contractual buyout fee is not warranted. However, in an effort to assist Mr. [redacted] Vivint can discount that fee by twenty-five (25) percent. If Mr. [redacted] would like to move forward with this resolution or if he has any questions he may contact the Vivint representative who reached out to him.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 30, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: January 7, 2011             Date of Addendum: June 17, 2014                                         To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she has fulfilled her contract, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   In effort to assist Ms. [redacted], Vivint has agreed to immediately cancel her account.   Vivint’s records show that on January 7, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on June 17, 2014.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Due to the information above, no refund is warranted. Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 9, 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 10, 2009                                                              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 is no longer under contract with Vivint and requests for Vivint to stop calling her. Vivint’s records indicate that on January 8, 2015, Ms. [redacted] verbally agreed to extend her agreement for 36 months. However, due to the misunderstanding, Vivint has agreed to immediately cancel her account and waive the balance of $[redacted]. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Ms. [redacted] has no further obligation to Vivint and she may contact the representative that contacted 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

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

August 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Lois S[redacted] Vivint Account #: [redacted] Date of Agreement: February 16, 2015            To Whom It May Concern:I...

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

August 3, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: September 6, 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 has experienced technical difficulties with his equipment. Mr. [redacted] requests that Vivint cancel his account.   In an effort to discuss this matter, a representative from Vivint has contacted Mr. [redacted] via email. In order to continue the resolution process, Vivint advises Mr. [redacted] to respond to this email.   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]