Vivint Smart Home Security

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

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. I DO NOT LIKE WHEN A BUSINESS LIES ABOUT WHAT REALLY HAPPENED AND WHAT IS GOING ON, BUT I DO ACCEPT THEM GETTING THEIR SYSTEM AT ANY TIME ANY DATE AND CANCEL THE CO TRACT THAT IS ILLEGALLY IN MY WIFES NAME AND THAT THERE WILL BE NO CHARGES THERE FOR AFTER.
Sincerely,
[redacted]

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

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

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the installation of the system and the service. Mr. [redacted] requests that his account be canceled.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Vivint has agreed to cancel Mr. [redacted]’s account once a Vivint technician has been able to remove the equipment from Mr. [redacted]’s home. An appointment has been set for a Vivint technician to come out to Ms. [redacted]’s home to remove the system on August 26, 2016 Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 22, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 2011         To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that the matter has been resolved to Mr. [redacted]’s satisfaction. If he has any further questions or 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 21, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: February 18, 2016                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he was informed that his Vivint contract was to continue for a term length of 24 months. Mr. [redacted] requests that Vivint lower his term to 24 months.     Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on February 18, 2016.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (42) months.  He also represented that he would pay a monthly monitoring fee of $65.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement which Mr. [redacted] did sign.    Due to this information, Vivint is not willing to make changes to Mr. [redacted]’s Agreement.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

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

            Vivint Account #: [redacted]              Date of Agreement: July 25, 2012                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he was charged after he sent in his cancellation notification. Mr. [redacted] requests that Vivint refund him the amount.   Vivint’s records indicate that the amount of $78.21 was issued on February 23, 2017. Mr. [redacted] will receive this refund within 7-10 business days from the issue date.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

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

Complaint: [redacted]
I am rejecting this response because:They do not have my correct account number in their response. We will accept their response if they revise it to the CORRECT account number, which is [redacted]. 
Sincerely,
[redacted]

August 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 9, 2014           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 he never signed an Agreement with Vivint. Mr. [redacted] reports to sending in documentation to dispute a signature Vivint informed him was listed on the Agreement. Mr. [redacted] has yet to receive follow up regarding this matter. Mr. [redacted] further states he has since been receiving collection calls. Mr. [redacted] desires for the account to be closed and the collection attempts to stop. A representative from Vivint recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. At this time, Vivint is willing to cancel Mr. Raggett’s account and pull the account from collections.After further review, Vivint compare the signature on the alleged Agreement for the account and the driver’s license Mr. [redacted] previously provided to Vivint. Vivint determined there was not enough proof that the signatures were signed by the same individual. Vivint apologizes for any delay in their response.In resolution to this matter, Mr. [redacted] has no further obligation to Vivint. He may contact Vivint’s representative if he has any further 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

February 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 29, 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 after a Vivint Security System was installed at Jewels on Hampton it was inspected by Lloyds of London who found the Vivint Security System inadequate. Lloyds of London informed Mr. [redacted] that continued use of the Vivint Security System would result in cancellation of Jewels on Hampton’s insurance coverage. Mr. [redacted] states that Jewels on Hampton obtain a replacement system in April 2017 at considerably increased cost. Mr. [redacted] further states that Vivint continues to try to withdraw monthly payments despite the system being removed from Jewels on Hampton. Mr. [redacted] desires for Vivint to return all payments received and refund all charges incurred in connection with drafts on the bank account. Mr. [redacted] further desires for Vivint to refund the early termination fee of $1,470.00 made to ADT, and the cost to replace the Vivint Security System in the amount of $2,500.00.  A representative from Vivint has contacted Mr. [redacted], in an effort to resolve these concerns. 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.  At this time Vivint is willing to refund Mr. [redacted] all payments made to Vivint after March 2017 totaling in the amount of $656.99.. However, compensation for Mr. [redacted]’s early termination fee and cost to replace the Vivint Security System is not warranted at this time as Vivint believes that research into our insurance compatibility is a customer’s responsibility before signing..Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on October 27, 2016. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $95.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Vivint’s records indicate that Mr. [redacted] paid ADT an early contact termination fee in the amount of $1,470.00 and had a Vivint Security System installed at Jewels on Hampton on October 29, 2016. Vivint’s records indicate that on January 26, 2017, Mr. [redacted] informed Vivint hat his insurance company, Jeweler's Block, was not satisfied with the Vivint Security System; and that continued use of the Vivint Security System would result in cancellation of Jewels on Hampton’s insurance coverage. After several unsuccessful attempts to make the Vivint Security System meet the insurance companies requirements, Mr. [redacted] paid $2,500.00 to have an alternative Security System installed at Jewels on Hampton in April 2017.Vivint stands by the above resolution: Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  At this time Vivint is willing to refund Mr. [redacted] all payments made to Vivint after March 2017 totaling in the amount of $656.99. However, compensation for Mr. [redacted]’s early termination fee and cost to replace the Vivint Security System is not warranted at this time as Vivint believes that research into our insurance compatibility is a customer’s responsibility before signing. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 29, 2017           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Ms. [redacted] satisfaction. Vivint has scheduled the removal of the system on January 2, 2018. Upon receipt of the equipment, Vivint will cancel the account without penalty. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 8, 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 1, 2012             Date of Addendum: November 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] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s agreement without penalty.   Vivint’s records show that Vivint spoke with Ms. [redacted] regarding her alarm service on November 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.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Despite the information mentioned, 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

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

August 22, 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 10, 2017 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her response, Ms. [redacted] states that she has been unable to contact representatives from Vivint to resolve her home damage claim.Vivint’s records indicate that a representative has contacted Ms. [redacted]. Vivint has exhausted their resources and Ms. [redacted] has agreed to contact a third party to obtain an estimate for the repairs to her intercom system. Once this estimate has been received Vivint will proceed with resolving Ms. [redacted]’s home damage claim.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:I am rejecting this response because:This will be the third time you have sent someone out to "fix" the thermostat in a year. This, in addition to the fact that the technicians you send have ZERO experience in HVAC and your technicians themselves have made comments that Vivint does not train them on how to work on thermostats, doesn't lead me to believe this will fix the problem. Should I assume you will take responsibility if one of your technicians screw something up? Like I said in my original statement, I am tried of paying for a service and system that does not work and quite frankly I don't want associated with the inadequate and unethical business you provide. 
Sincerely,
[redacted]

May 16, 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 25, 2013           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. An agreement was made upon the account would be canceled if the remaining balance of $216.44 would be paid. Ms. [redacted] may contact Vivint’s representative 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]

April 3, 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 19, 2017        To Whom It May Concern:I have reviewed the...

information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that she cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint.  Mrs. [redacted] desires a refund of $2,790.88.  Vivint’s records indicate that a refund in the amount of $2,790.88 is being sent back to the credit card on file ending in [redacted], to refund the monies paid to Vivint by Mrs. [redacted].  I apologize 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]

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]

Vivint’s records indicate that on December 11, 2017 Vivint paid $1,650.00 to Rave Home Improvements, LLC to repair all damages to Mrs. [redacted]’s home. Vivint’s records further indicate on December 9, 2017, Ms. [redacted] signed a Release & Settlement Agreement stating: “Upon receiving a signed copy of this Release and Settlement Letter Agreement (“Letter Agreement”), Vivint will hire a contractor in your behalf to repair any Vivint-caused damages. In return, you agree to release and forever discharge Vivint, formerly APX Alarm Security Solutions, Inc., its subsidiaries, and all current or former officers, directors, attorneys, successors, agents, servants, employees, representatives, vendors, suppliers, assigns (collectively the “Vivint Releases”), of and from any and all manner of actions, causes of action, suits, debts, sums of money, accounts, bills, contracts, promises, damages, judgments, executions, claims or demands of whatever kind or nature, in law or equity, known or unknown, asserted or unasserted, against any or all of the Vivint Releases that have occurred up to the date this Letter Agreement is signed by you (“Claims”). Vivint considers this case to be closed. Can you please review this case so that it may be closed? Samantha L[redacted]Legal Assistant