Vivint Smart Home Security

September 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 2011           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. 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Travis M[redacted] Vivint Account #: [redacted] Date of Agreement:  February 12, 2013 To Whom It May Concern:I have reviewed the information provided by Mr. M[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. M[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Mr. M[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]

November 4, 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 2, 2013           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 the service. Ms. [redacted] requests that her account be canceled.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 has been resolved to Ms. [redacted]’ satisfaction. The account has been canceled as of November 4, 2016 without any additional charges. Ms. [redacted] no longer has any obligation to Vivint. Ms. [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: (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]

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2015           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

March 10, 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 23, 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 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. A Vivint technician has inspected Mr. [redacted]’s Vivint system and has replaced his SkyControl 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

October 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, 2011        Date of Addendum: August 25, 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 requested cancellation of her account at the end of her initial term, but that Vivint is holding her to a verbal extension of her Agreement that she disputes.  Ms. [redacted] desires cancellation of her agreement without penalty as of January 2015, as she requested in writing.Vivint’s records show that on July 18, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on January 17, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on August 25, 2014.  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.  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. Pursuant to this legal extension of the written Agreement, cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  Vivint would like to assist Ms. [redacted] at this time, however, and will cancel the Agreement extension without penalty and waive the past due balance showing on the account.  Ms. [redacted] fulfilled the initial term of her Agreement, and now 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: April 11, 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 was told that Vivint’s security equipment would work with another home security company. Ms. [redacted] desires a refund for all monies paid to Vivint.Vivint’s records indicate that the Agreement does not state that the equipment will work with another security provider. If another provider has the ability to utilize the Vivint equipment, they may do so, but Vivint will not provide back end codes for the other provider. A refund for all monies paid to Vivint is not warranted. Ms. [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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

June 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 2010           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 his billing account has been 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

Complaint: [redacted]
I am rejecting this response because:A woman by the name of bea called me from vivint and said that she would resolve the matter and assured me that my refund check would be sent out to me and that she would call me in 1 day to confirm it is being sent, this was on the 22nd of January a monday but since have yet to hear back from her.  Ive called bea 3 times since monday and left multiple voicemails and have yet to hear back from her, this kind of customer service is typical of what I have been experiencing and we have yet to resolve this problem. Sincerey, [redacted]Sincerely,
[redacted]

September 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: September 2, 2014          To Whom It May Concern:In her rebuttal, Ms. [redacted] states that Vivint’s sales representative came to her door and that she did not know her signed Agreement had an initial term she would be obligated to fulfill.  Vivint maintains its position that, in addition to signing the Agreement which clearly states that the initial term is sixty (60) months, Ms. [redacted] completed a telephonic Pre-Installation Survey and represented verbally that she was aware of the 60 month term.  Vivint relied on this representation to ensure that Ms. [redacted] understood the terms of her Agreement. Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time.To assist Ms. [redacted], Vivint has reduced her monthly services fee by $20.00 for the remainder of her term. Further, should Ms. [redacted] wish to payoff and cancel her Agreement prematurely, Vivint is willing to reduce her payoff amount by 55%.  The payoff amount is currently $1,889.65; however, the reduced payoff at this time would be $850.34.  To accept this offer, she may contact Vivint’s Customer Loyalty department at 1-800-216-5232. 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 3, 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: June 5, 2013          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that his wife did not participate in the telephonic Pre-Installation Survey, and that she did not know the terms of the Agreement with Vivint.  Mr. [redacted] further alleges that Vivint’s appointments for the move of the system were not timely, and that the scheduled Field Service Professional missed the appointment.  Mr. [redacted] declines all offers Vivint has made to resolve this matter, and he desires cancellation of the Agreement without penalty and information regarding the return of Vivint’s equipment. Vivint’s records indicate that Ms. [redacted] did complete a telephonic Pre-Installation Survey, wherein she represented that she was the homeowner, and that she agreed to the terms of the signed Agreement. Vivint maintains its position, however, that this telephonic survey is a courtesy, and neither validates nor invalidates the signed Purchase and Services Agreement.  The Agreement is between Vivint and Ms. [redacted], and home ownership is not a requirement of the Agreement.  Despite the above information, Vivint will allow cancellation of the Agreement at this time to assist Mr. [redacted].  Ms. [redacted] has no further obligation to Vivint.  Return of Vivint’s equipment is not necessary.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]. [redacted]

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]

May 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: August 20, 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’s records indicate that this matter will be resolved to Mr. [redacted]’s satisfaction upon removal of his Vivint equipment on May 25, 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]Chief Compliance Officer

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]

April 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: May 28, 2012           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 Mr. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 2015           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

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]

December 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 9, 2016           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] states that Vivint provided inadequate repair service and was unable to service his account. Mr. [redacted] is now in collections, and desires cancellation of his agreement without penalty.Vivint maintains its position as previously stated. Vivint records indicate that Mr. [redacted] contacted Vivint regarding technical issues. Records show that two technicians Visited Mr. [redacted]’s home on April 8, 2017 and July 8, 2017. The technician who visited on July 8, 2017 indicated that the system was working properly when he left the home. Records further indicate that Mr. [redacted] ceased making payments and made no attempts to contact Vivint regarding technical issues after that date.If Mr. [redacted] is willing to make payments toward the balance of his account Vivint remains willing to provide repair services to Mr. [redacted] pursuant to the Agreement which he signed. Otherwise, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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.
Sincerely,
[redacted]
 P.S. I have been contacted by VIVINT on more than one occasion regarding this matter and at this time am completely satisfied with their response. The very next day VIVINT sent a technician to my home and he was not only very personable but completely fixed all problems I had with my system and to this day I have had no more issues. VIVINT has also contacted me directly and offered  me a substantial discount for the next 12 months to what I feel more than makes up for my inconveniences during the past year. At this point in time I give VIVINT as a Company overall an A+. Thank you for your help.Sincerely Frank Gashler