Vivint Smart Home Security

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]

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

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

Complaint: [redacted]
I am rejecting this response because the contract states it may not. It does not state that it won't because Vivint refuses to reset it or does not want other companies using their equipment. The contract was signed after being told it could be used after the contract was up for its intended purpose. Now the contract is over I am suck with the useless equipment after four different Vivant employees assured me it could be used by a different company. I would not of allowed holes to be drilled in my doors jams nor anywhere else for the matter if I had known the employee's were liars and the equipment was useless unless I wanted to be price gouged. Why pay $50 a month for something I can get for $20. 
Sincerely,
[redacted]

June 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, 2012           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that they need to cancel the account, due to medical issues that have come up, but they have not been able to. 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. Ms. [redacted]’ account has been canceled as of June 30, 2016. 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]Chief Compliance Officer

June 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: May 3, 2017To Whom It May Concern: I have reviewed the information provided by Mr. [redacted]...

and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has been attempting to cancel his account for three weeks to no avail. He is requesting immediate cancellation.Vivint received Mr. [redacted]’s Notice of Cancellation on May 16, 2017 and the account was subsequently cancelled on May 30, 2017. Mr. [redacted] is under no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 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: December 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 agreed to a Vivint contract while under the impression that she was receiving a thirty (30) day money back guarantee. When she attempted to cancel her contract due to equipment issues, she was then informed that there was only a three (3) day cancellation period. She is requesting immediate cancellation and a refund of the payments taken since January 2017. At this time, Vivint is willing to offer a free appointment to address Ms. [redacted]’s equipment concerns and a month of free service. Cancellation without penalty is not currently warranted.Vivint’s records show that on December 13, 2016, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months.  By signing this Agreement, Ms. [redacted] represented that she’d read and understood the entire contract, including the cancellation policy. As stated in the contract, the customer may cancel the Agreement within three days of installation by sending Vivint a written Notice of Cancellation (NOC). If Ms. [redacted] will provide Vivint with documentation of an extended trial period being offered and accepted, Vivint will honor that offer. However, Vivint has no record of an extended cancellation period being offered, and a NOC was not received until January 4, 2017, well outside of the standard three-day period. Due to the above information, cancellation is not warranted at this time. However, Vivint has agreed to credit a month of free service to Ms. [redacted]’s account and provide a free appointment to address any equipment concerns, in order to compensate for any inconveniences. 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 1, 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 4, 2016           To Whom It May Concern: I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that he has had issues with service that have not been resolved. She requests to either down grade her system at no cost or to cancel the account completely. A representative from Vivint has recently attempted to contact Ms. [redacted] via phone in an effort to resolve her concerns but has been unsuccessful in contacting her. Vivint will agree to downgrade Ms. [redacted]’s system and waive the $99.00 down grade fee if an effort to resolve this matter. I would suggest Ms. [redacted] contact a Vivint legal representative to schedule an appointment to down grade her system. She may contact a legal representative 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]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]

August 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]           Complainant: Keva J[redacted]            Vivint Account #: [redacted]     ...

     Date of Agreement: June 25, 2012                                                            To Whom It May Concern:I have reviewed the information provided by Ms. J[redacted] and appreciate the opportunity to respond. In her complaint Ms. J[redacted] alleges that she was not made aware of her five (5) year contract and has had issues with the alarm system equipment. Ms. J[redacted] further alleges that Vivint drafted the wrong bank account.  Vivint’s records indicate that prior to the installation of any equipment, Ms. J[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. J[redacted] completed the required Pre-Installation Survey on June 25, 2015. During the recorded Pre-Installation Survey, Ms. J[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 $[redacted] plus applicable taxes each month during that term.  Further, Ms. J[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. J[redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Ms. J[redacted] has been refunded the charges in question. If Ms. J[redacted] can provide Vivint with her bank statements showing that the withdraw from Vivint had caused any additional fees to occur with her bank, Vivint will reimburse her for those additional fees. Ms. J[redacted] has a scheduled appointment on August 28, 2015 for the repair of any malfunctioning devices. Vivint believes the equipment issues will be resolved once this appointment is completed. Since Ms. J[redacted] had completed her telephonic Pre-Installation survey before the installation of any Vivint equipment, cancellation without penalty is not warranted at this time. However in an effort to resolve this matter Vivint will also be inspecting Ms. J[redacted] system to ensure that the equipment will function properly, if the Vivint technician cannot repair Ms. J[redacted] system Vivint will explore further cancellation without penalty options.  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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Just waiting for their tech to come on the 27th to remove their equipment without damage to the outside and inside of my home and the arrival of the refund check.
Sincerely,
[redacted]

August 12, 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 23, 2016                                                                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 representative and Mr. [redacted] have agreed upon a resolution. An appointment has been scheduled for the removal of the equipment. In addition, the requested refund will go into Mr. [redacted]’ account within 7-10 business days. Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

February 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May...

20, 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 has been resolved, and Ms. [redacted] has no further obligation to Vivint.  I apologize for any inconvenience or hardship Ms. [redacted] may have experienced in her dealings 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 18, 2013          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges his sales representative made claims about crime in his area in order to make the sale. Vivint maintains its stance in regards to Mr. [redacted]’s account. Mr. [redacted] may have up to 12 points worth of equipment for free. If Mr. [redacted] still wishes to cancel, he may pay off the remaining balance on his account – currently $[redacted]; however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of either offer, I would advise him 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]

November 17, 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 21, 2013          To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has failed to revive a new Vivint Smoke Detector despite being promised one in August 2017. Mr. [redacted] desires to receive a new Vivint Smoke Detector.Vivint would like to ensure that Mr. [redacted] receives a new Vivint Smoke Detector and will send a field service professional to his home at no charge to install a new Vivint Smoke Detector.Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call Customer Care at 1-800-216-5232 to schedule an appointment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 7, 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 16, 2007             Date of Addendum: January 4, 2017                                         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 is experiencing technical issues with her system. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account.   Vivint spoke with Ms. [redacted] regarding her alarm service on January 4, 2017.  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

January 31, 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 6, 2016           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ response, he explains that he no longer wishes to cancel the service. Instead Mr. [redacted]’ requests that a $200.00 credit be placed on his account.Because the system is working as inteanded and because there are other ways to arm the system so that the entry-exit delay is eliminated. A credit of $200.00 is not warranted.However, in an effort to assist Mr. [redacted] a credit of one month’s payment has been applied to his 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

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. Thank you for your assistance. 
Sincerely,
[redacted]

October 20, 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 11, 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 issues with the equipment working properly and Vivint has not been able to fix the issues. As such, Mr. [redacted] requests that Vivint cancel his account without penalty and pay him $822.27.At this time Vivint agrees to cancel Mr. [redacted]’s account without penalty upon Vivint’s recovery of the equipment.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] signed a System Purchase and Services Agreement on March 11, 2017. Mr. [redacted] agreed to an original agreement term of sixty (60) months. Mr. [redacted] also agreed to section 6 “Repair Service,” witch states: “We do not warrant that the System cannot be defeated or compromised or that it will always operate.” Due to this information, it is not warranted for Vivint to pay Mr. [redacted] $822.27.Despite the information presented, Vivint agrees to the above resolution. If Mr. [redacted] would like to move forward with canceling his account 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

May 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 11, 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 was pressured into signing up with Vivint, and that she has had problems with the system.  Ms. [redacted] is now in collections, and desires cancellation of her Agreement without penalty and removal of her account from collections.Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement on July 11, 2016, with an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  This Agreement provides a Right of Rescission period of three (3) business days following installation, during which time a customer may cancel the Agreement and service for any reason.  Ms. [redacted] contacted Vivint on September 23 and October 24, 2016 to report problems with her cameras, and a technician was dispatched to her home and completed a full system inspection on October 27, 2016.  Ms. [redacted] contacted Vivint again on November 2, 2016 and stated that she just wanted to cancel her service, but she was advised that she was within the term of her Agreement and cancellation was not warranted.Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after October 2016.  As such, the account was cancelled and transferred to an outside collections agency after 120 days of non-payment.  Ms. [redacted] must settle the balance of her account with the 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