Vivint Smart Home Security

March 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 23, 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]’s Vivint account has been canceled effective immediately. A Vivint technician has been scheduled to remove all Vivint equipment from Ms. [redacted]’s home on March 15, 2017. 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]

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]

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 6, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: while they may have FINALLY gotten someone out to fix the current issue we are still having a problem off and on with the system.  We also feel like we should be entitled to a partial credit of some sort for the system not working properly for an extended period of time (in excess of 1 week); the time missed from work for an appointment scheduled by the business that resulted in a no-show by their representative; and also the time spent having to repeatedly contact Vivint to try to get the issue corrected. This would be a satisfactory resolution from our perspective: that the business take ownership for their repeated failure to provide timely and cooperative repair service and that they issue a billing credit for all our time, trouble and frustration.
Sincerely,
[redacted]

January 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 5,...

2016           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 a resolution has been reached between Vivint and Ms. [redacted] in this matter.  Ms. [redacted] may expect her return box in 7-10 business days, and following the return of the equipment, Ms. [redacted] will have no further obligation to Vivint.  Ms. [redacted] may contact Vivint’s representative directly with 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because it appears from his response that Mr. W[redacted] is well aware of Vivint's history of deceptive sales tactics. He does not even attempt to dispute my claims. As general counsel for this company, I'm sure he has read the lawsuits and heard the myriad complaints that his client has received over the years. He probably recognizes the pattern. I am just another victim, and I merely wish to move on with my life without having to fight with this company or be harassed by their collectors. 
Sincerely,
[redacted]

August 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint ID: [redacted]           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s rebuttal she explains that she is not satisfied with Vivint’s response because Vivint didn’t try and contact her and she did not receive confirmation of her cancellation. She states that the appointment was missed on July 15, 2016 to pull the equipment. She further states that she was told she would receive a full refund of $163.86 which she states she has not received.Vivint’s records indicate that Ms. [redacted]’s account was cancelled on July 19, 2016. Vivint’s records also show that Ms. [redacted]’s equipment was pulled on July 22, 2016 at 6:12PM. A Vivint scheduler attempted to contact Ms. [redacted] on her primary number on July 21, 2016 to confirm her appointment but she did not answer. The rep left a voice mail and contacted the secondary number who was her son, who then confirmed the appointment on July 22, 2016 to pull the system. On July 24, 2016 a refund for $163.86 was processed to the checking account on file. On July 25, 2016 a legal assistant reached out to Ms. [redacted] to go over her Revdex.com complaint but Ms. [redacted] did not answer. The Legal representative left her a voice mail with her contact information. A second refund was processed on July 25, 2016 for $163.86 to the checking account on file. The same legal representative reached out to Ms. [redacted] on August 2, 2016 and left a voice mail and also sent her an email.Vivint feels this matter has been resolved to Ms. [redacted]’s satisfaction. If she has any further questions she may contact the representative who has attempted to contact her. 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 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

July 26, 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 9, 2016                                                               To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint is in the process of re-evaluating Mr. [redacted]’ case.   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.
I will keep a record of the response in the case that Vivint continues to bill meThank you
Sincerely,
[redacted]

January 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 18, 2015          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges the initial term of the Agreement with Vivint was misrepresentative by her sales representative. Ms. [redacted] further alleges she was offered a free move of her system. Ms. [redacted] desires the move fee to be waived. 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 August 18, 2015. 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 $[redacted] 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 has not record of an offer of a free move made to Ms. [redacted]; as such the move fee of $99.00 applies. However in an effort to resolve this matter, Vivint has agreed to cover the cost of half Ms. [redacted]’s move fee. A credit of $[redacted] has been applied Ms. [redacted]’s Vivint billing 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

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]

February 8, 2018       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: June 17, 2016                                                   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 numerous technical issues with her equipment. Ms. [redacted] requests that Vivint remove her account from collections.   At this time, Vivint has agreed to remove Ms. [redacted]’s account from collections.   However, 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 June 17, 2016.   During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  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, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 24, 2013           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.Vivint’s records indicate that Ms. [redacted] signed a Vivint Purchase and Service Agreement. In section 2.5 of Vivint’s Purchase and Service Agreement it states: You acknowledge that we shall have the right, at any time, to increase the services fee to reflect any taxes, licenses, permits, costs, fees or charges which may be charged to us by any utility or governmental agency relating to the installation of the system or services and you agree to pay the same. In addition, we can increase the services fee for any renewal term by giving you the sixty (60) days prior written notice. Ms. [redacted]’s signature represented that she understood and agreed to the above clause. Vivint relied on Ms. [redacted]’s representation to ensure that she understood her commitments to Vivint, as outlined in the Agreement.   Vivint stands by our initial offer. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $899.82; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $404.91.  Alternately, Ms. [redacted] has been offered a credit to her Vivint billing account in the amount of $49.99.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 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]

September 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 26, 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

January 26, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, 2016           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently contacted Ms. [redacted] in an attempted to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’ satisfaction. If she has any further questions or concerns, she 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

December 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 2011           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he requested cancellation of his account within his Right of Rescission period, and that Vivint continues to bill him for service. Mr. [redacted] desires cancellation of his Agreement without penalty, and removal of Vivint’s equipment from his home. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on September 4, 2015, in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1).  A written notice of cancellation was not provided by Mr. [redacted] until November 6, 2015, and as such his account continued to be invoiced.  A representative from Vivint has attempted to contact Mr. [redacted], in an effort to resolve these concerns.  Due to his attempts to cancel the account within the Right of Rescission period, Vivint has agreed to cancel Mr. [redacted]’s account without penalty, effective immediately, and will waive the past due balance. Mr. [redacted] may contact Vivint’s representative to arrange for the equipment to be removed from his home.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:
Again I have to reject this offerI called today 06-03-Total time on the phone
was hour minFirst I was told there is no Nathan * W[redacted] thereThen I
was told there were mutable Nathan * W[redacted] working there and they could not transfer my call until they knew which one I wanted to talk toThen I was told he
was VP of the legal deptI was never transferred to that deptAll I got was I
can't help youI just sent all the documents they asked forI will let you
know if I get a responseAs long as I am writing this, when they installed my thermostat
it was not wired right and I have no heat or ACI had an appointment for 05-
and 06-Both were cancelled by VivintI live in the high desert and it is
starting to get warmI will most likely end up paying an ac company to fix
thisVivint does not seem interested in fixing this problem
Sincerely,
Douglas F[redacted]