Vivint Smart Home Security

April 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 11, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mrs. [redacted] in an effort to resolve her concerns. Mrs. [redacted]’s Vivint account has been canceled effective immediately. Mrs. [redacted] has no financial obligation with Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]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

January 27, 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 6, 2014           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 she has experienced some confusion regarding the cancellation of her account. As such, Ms. [redacted] requests cancellation of her account.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]’s satisfaction. Ms. [redacted]’s account has been canceled as of January 27, 2017. 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Travis M[redacted] Vivint Account #: [redacted] Date of Agreement: March 12, 2013                     ...

   To Whom It May Concern: I have reviewed the information provided by Mr. M[redacted] and appreciate the opportunity to respond. In his complaint, Mr. M[redacted] alleges to having equipment complications with his security system that have not been resolved.  Mr. M[redacted] desires a refund of the amount paid to Vivint thus far and a cancellation of the contract without penalty.Vivint’s records show that Mr. M[redacted] first notified Vivint of his equipment concerns on August 25, 2014, and Vivint’s Scheduling department found an appointment for August 30, 2014. Vivint was not notified of any further equipment issues until recently.  A Vivint Field Service Professional is scheduled for July 20, 2015, in order to resolve the issues with the panel’s power. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Mr. M[redacted]’s satisfactionIf 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]

January 27, 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 27,...

2013        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 receives inconvenient weather alerts on her panel, and that Vivint does not have a way to disable the alerts.  Ms. [redacted] desires for Vivint to provide an option to disable weather alerts and then enable them again if they are wanted.  A representative from Vivint has recently attempted to contact Ms. [redacted] by phone, and has sent her an email as well.  There is a way to disable or enable severe weather alerts on the panel that Ms. [redacted] has, through Alarm.com’s dealer site.  For assistance with this, Ms. [redacted] may contact Vivint’s Customer Care department 24 hours a day at 1-800-216-5232, or she may contact the representative who has reached out to her directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

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]

September 2, 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: November 21, 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] explains that she was misled by a Vivint representative regarding the term of her agreement and the cancellation policy. Ms. [redacted] requests that Vivint cancel her account in November 2016.   If Ms. [redacted] would like to provide documentation regarding her bankruptcy, she may send her documentation after which her account would be submitted for cancellation. If she is not able to provide documentation, Vivint is willing to offer 55% off the buyout rate which would lower the amount to $818.88.   Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”).  Every customer must sign this document, and if a customer does not sign, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions. Our records show that Ms. [redacted] signed this Agreement on November 21, 2014.   Upon signing this Agreement, Ms. [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a monthly monitoring fee of $69.99 each month during that term. Vivint relied on Ms. [redacted]’s signature to ensure that she understood her commitments to Vivint as outlined in the Agreement.                           Due to the information above, early cancellation without penalty is not warranted. However, Vivint encourages Ms. [redacted] to contact [email protected] to take advantage of these offers.   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

March 29, 2018       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: August 8, 2012                                                               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]’s account has been cancelled. Vivint apologizes for any inconvenience this situation may have caused.   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 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2012           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] has been refunded, her system has been removed and her account has been cancelled. Ms. [redacted] has no further obligation to Vivint. Vivint believes this matter to be resolved. If Ms. [redacted] has not received her refund I would advise her to call into Vivint so we may assist her in locating the refund. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 24, 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: July 22, 2009                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he had attempted to cancel his account in April of 2016, however, he was unaware of the thirty day notice of cancellation policy. Therefore, the account was never successfully cancelled. Mr. [redacted] requests the past-due balance to be waived and cancellation of his account.   At this time, Vivint has agreed to immediately waive Mr. [redacted]’s past-due balance of $223.45 and cancel the account.   In section 2.4 of Mr. [redacted]’s agreement document, it states:   The original term of this agreement starts on the day this agreement is signed and continues for thirty-nine (39) months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.                              Despite the information above, 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] 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

June 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 29, 2015           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] state he was led to believe the account was previously cancelled. However, Mr. [redacted] later received a collection call regarding his Vivint service. Mr. [redacted] desires for the account to be closed and the collection attempts to stop. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to closed and remove his account from collections.Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he 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 $49.99 each month, plus applicable taxes, during that term. Mr. [redacted] contacted Vivint on April 22, 2016, to request the move of his system. During this conversation with a Vivint representative, an appointment was scheduled for May 11 2016. On May 11, 2016, the install technician arrived within the appointment window, but notated the service was declined as Mr. [redacted] wanted to cancel the service. Vivint did receive a written notice of cancellation from Mr. [redacted] on June 1, 2016. However, given Mr. [redacted] was still within the term of his Agreement his account remained active. Vivint records do not indicate an offer of cancellation was extended to Mr. Shupe.Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after December 2016.  As such, the account was cancelled for non-payment on April 27, 2017.Despite the above information, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

February 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: August 10, 2010            Date of Addendum:...

January 10, 2015 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 his original company, [redacted], switched his account to Vivint without his knowledge. He further states he is currently experiencing equipment issues that Vivint refuses to send someone to fix. As such he has requested cancellation, but Vivint denied the request stating he verbally agreed to extend his Agreement. Mr. [redacted] desires the cancellation of his account without penalty. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account.According to Section 13 of the Agreement, [redacted] reserved the right to “transfer or assign [the] agreement to any other alarm company, or as collateral to a financial institution.”  That being said, this is not what occurred in regards to Mr. [redacted]’s account. [redacted] simply changed its company name to Vivint, effective February 1, 2011. The corporate identity, however, remains the same in all other regards. Vivint made steps to inform their customers of this change by mailing letter prior to the change.Vivint’s records show that on August 10, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Mr. [redacted] regarding his alarm service on January 10, 2015. Mr. [redacted] represented that he was interested in extending the term of his agreement in exchange for cameras. Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [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 above information, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

October 14, 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 12, 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 has explained the technical issues that she has experienced with her system. Ms. [redacted] requests cancellation of her account without penalty.   Although Vivint encourages repair rather than cancellation, Vivint has agreed to cancel Ms. [redacted]’s account upon receipt of the equipment.   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 May 12, 2016.   During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $60.99 each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     To schedule an appointment for the system removal, Ms. [redacted] may contact the representative who has attempted to reach her via email and phone. 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:Good morning.  I thank Mr. W[redacted] for taking the time to respond to my complaint but I do not accept his resolution.  The recorded telephonic pre-installation survey included equipment that I never received.  The partial system that was installed was bought and paid for.  They have a fraudulent contract with me.  The contract that I signed was changed without my knowledge.  The amounts and terms have been altered, crossed off, and initialed by the installer but not by me.  We don't have a valid contract.  The system is faulty, does not work when there is a loss of power, etc.  Every time I call I spend literally hours on the phone getting transferred from department to department with no answers or helpful representatives.  This has been a very bad experience from the beginning.  The only resolution I am willing to accept is that Vivint cancel this contract effective immediately with no contingencies and no more contact from this business.  
Sincerely,
[redacted]

July 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April 11,...

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 he took over a contract from the previous owner of his home, but that now he is moving and can’t get a third party to take over the remainder of the contract.  He further states that Vivint has advised he will need to pay the remaining months to cancel the contract.  Mr. [redacted] desires early cancellation of the Agreement without penalty.  A representative from Vivint has recently contacted Mr. [redacted] via email, in an effort to resolve these concerns.  Vivint has reduced Mr. [redacted]’s monthly services fee by 55% for the remaining term of his Agreement (it is now $26.99).  This will also reduce the payoff amount from $839.86 to $377.94, should Mr. [redacted] wish to cancel his Agreement prematurely.  Vivint’s records indicate that Mr. [redacted] signed an Agreement when he took over the alarm service on April 11, 2016.  This Agreement has an initial term of twenty-nine (29) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution to assist Mr. [redacted].  If Mr. [redacted] wishes to payoff and cancel his Agreement at the reduced rate, he may contact Vivint’s Customer Loyalty department at 1-800-216-5232.  If he has any further questions or concerns in this matter, 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