Vivint Smart Home Security

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

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

December 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A        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 the unsubscribe link does not work. Mr. [redacted] desires for Vivint to remove his email from Vivint’s system.  Vivint’s records indicate a request to removed Mr. [redacted]’s email from the system has been sent to the proper department.  Mr. [redacted]’s email will be removed. Vivint apologizes for any undue delay in this process. 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 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]

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]

August 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Shenetha S[redacted]  Vivint Account #: [redacted] Date of Agreement: May 12, 2010           To Whom It May...

Concern:I have reviewed the information provided by Ms. S[redacted] and appreciate the opportunity to respond. In her complaint Ms. S[redacted] alleges that Vivint has not canceled her contract and has invoiced her for months that she should have been cancelled. Vivint’s records indicate that Ms. S[redacted]’s account has been cancelled. Ms. S[redacted] has no balance remaining on the account and 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]

Revdex.com: i appreciate Samantha from Vivint reaching out to me. She has agreed to apply the referral deduction of $50 to my account, which has been promised before but not delivered.  She has also promised t o send a tech out to my house in order to repair the panel of my security system.  All in all I am satisfied with her response...thus far.
Sincerely,
[redacted]

August 11, 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 30, 2017                                                                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’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

January 31, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 2015           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A refund in the amount of $1,110.06 is not warranted at this time.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on June 21, 2015 with an initial term of sixty (60) months, a monthly services fee of $64.99, plus any applicable taxes, during that term. Vivint’s records show that on January 18, 2018, Ms. [redacted] was offered a buyout of her Vivint Agreement in the amount of $1,110.06. Vivint’s records further show that on January 25, 2018, Ms. [redacted] paid Vivint in the amount of $1,110.06 to pay off the remainder of her Vivint Agreement and her Vivint Agreement was cancelled on January 25, 2018.Vivint’s records show that Ms. [redacted] notified Vivint of her equipment concerns on July 21, 2017, and Vivint’s Scheduling department found an appointment for July 26, 2017. During this appointment a Vivint technician inspected and repaired Ms. [redacted] Vivint security system to ensure it was properly preforming. Ms. [redacted] again called Vivint on January 18, 2018, and an appointment was scheduled for January 19, 2018. During this appointment a Vivint technician repaired Ms. [redacted]’s Vivint sensor and Vivint panel.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

April 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 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 she was under the impression that her Vivint account had been taken over. Ms. [redacted] is now in collections, and desires cancellation of her agreement without penalty.On December 7, 2016 Vivint informed Ms. [redacted] that her Vivint takeover was unsuccessful. The new homeowner, Ms. [redacted], failed to sign a Vivint System Purchase and Services Agreement.  Ms. [redacted] was informed that she was still responsible for her Vivint account. On February 23, 2017 Vivint again informed Ms. [redacted] that her Vivint takeover was unsuccessful. Ms. [redacted] never confirmed the system takeover and that Ms. [redacted] was still responsible for her Vivint account. Vivint’s records show that Ms. [redacted] stopped making her monthly payments after November 2016. As such, the account was cancelled for non-payment on March 30, 2017, and was sold to an outside collections agency. Despite the above information, Vivint has agreed to remove Ms. [redacted]’s billing account from collections. Ms. [redacted] has no further obligation with 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]

Complaint: [redacted]
I am rejecting this response because: You simply are blaming a sub contractor instead of dealing with your shady business practices.
Sincerely,
[redacted]

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 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

Complaint: [redacted]
I am rejecting this response because:To whom it may concern:We are rejecting the business response due to some false facts that were stated on the letter. The multiple times that we contacted Vivint, they have been rude and not customer friendly. The "appointment" that was offered to us of May 20th was never offered or mentioned. I have records of the phone calls, messages, and emails that Vivint has sent me, not one of the records that we have, mentions the appointment for May 20th. The day we called on Tuesday June 2nd, after all the incidents,  we spoke to Britney and Mitch regarding our issues that we were having with Vivint. Many of the "notes" that they had was false information. They kept blaming us for the missed appointment on May 30th, saying that we had told the installer to "go away" when in fact we had told him that he was in the wrong address. We feel that Vivint is being fraudulent making themselves look good, when in reality they are robbing their customers. We will not be intimated by this company because they are a big corporation, we feel that we are in the right. All we are asking for is for them to terminate the contract. If Vivint had apologized from the first time they had made a mistake, we would not have taken this issue this far, but they are turning things around, blaming customers, and treating their customers unfairly all for $53.99. We have spoken to other families in our community about our experience with Vivint and we are not the only ones that have had issues with them. We have started the process of filing a small claims in the court of Kern County. We feel we have sufficient evidence to show that we have a good case to fight. Also, we have gotten together with the other customers of Vivint that are not satisfied with their service, and contacted the media in Kern County for them do a news segment on Vivint and how many people are unhappy with them.  One more thing, my wife's name is Maira, not Maria at least they should have the decency to get her name correctly! 
Sincerely,
Reynaldo P[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]

July 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: February 17, 2017           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 not received his refund that he was promised. As such Mr. [redacted] requests that he get the refund.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. Vivint’s records indicate that a check was sent to Mr. [redacted] on May 30, 2017. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 4, 2012           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’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of June 13, 2016. Mr. [redacted] may contact Vivint’s representative directly if he has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 6, 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

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: ***  Complainant: *** ***     Vivint Account #: *** Date of Agreement: August 2, 2016           To Whom It May...

Concern:I have reviewed the information provided by Ms. *** and appreciate the opportunity to respond. In her complaint Ms. *** states that she was never informed of the need for an alarm permit. Ms. *** desires Vivint to review the situation and inform her of Vivint’s plan to make sure that it does not happen again. Vivint values and appreciates Ms. ***’s feedback about her alarm permit experience. Vivint apologizes for any frustration this matter may have caused. Although Vivint cannot divulge internal policy changes and processes Vivint is looking in to the matter and a full review will be conducted. 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***Chief Compliance Officer