Vivint Smart Home Security

January 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 16, 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] alleges that Vivint has failed to provide a functioning system despite her attempts to work with Vivint for repairs. She further states that Vivint sent her case to a collections agency who has been harassing her for a $3,000.00 charge. As such, Ms. [redacted] is requesting that Vivint collect the equipment and waive any charges owed. Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she 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 $49.99 each month, plus applicable taxes and equipment fees, during that term.  By signing the Agreement, Ms. [redacted] further represented that she understood and accepted all the terms contained within. As stated in the contract, Vivint does not warrant that the system cannot be defeated or compromised or that it will always operate. However, Vivint does guarantee technical assistance over the phone or via a service appointment. Vivint’s records indicate that assistance was provided over the phone, per the contract. Furthermore, Vivint’s records indicate that the only appointment scheduled with Ms. [redacted] was successfully completed on June 22, 2017. No further appointments were requested or confirmed with the customer.Vivint’s records further show that Ms. [redacted] did not make a single monthly payment after the initial payment was taken during installation on May 16, 2017.  As such, the account was cancelled for non-payment on October 30, 2017, and was sold to an outside collections agency.  Ms. [redacted] must settle the balance of her 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

October 27, 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 5, 2010           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] states that she contacted Vivint about cancelling her System Purchase and Service Agreement (“Agreement”) three (3) weeks ago and wanted her contract cancelled then. She was instructed to send in a written notice of cancellation and was it would take thirty (30) days to process. Ms. [redacted] is requsting Vivint to cancel her service immediately before the end of the thirty (30) day period. Vivint’s records indicate that by her signing her Agreement she agreed to the following cancellation policy:  Section 2.1 Monthly service fee and term: “This Agreement starts on the day this Agreement is signed and continues for the initial term. After the initial term, this Agreement will automatically continue month-to-month and either party may terminate this agreement at any time upon at least thirty (30) days prior written notice to the other party. If terminated, this Agreement ends on the last day of the thirty (30) day notice period.”Vivint’s records indicate that Vivint did not receive written notice of cancellation from Ms. [redacted] until October 17, 2016.Despite the above information, Vivint has agreed to cancel Ms. [redacted]’s account before the end of the thirty (30) day period. 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

September 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: December 27, 2010           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 has requested Vivint to remove her mother’s name from the System Purchase and Services Agreement (“Agreement”) but Vivint has not done so. Ms. [redacted] desires cancellation without penalty. Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty provided Vivint can remove the security panel from her home where the system is installed. A representative will reach out to Ms. [redacted] to schedule an appointment within forty-eight (48) hours. Vivint’s records indicate that Ms. [redacted] called into Vivint to request assistance with her monthly bill. A representative offered to waive her past due balance of $179.69 and lower her monthly rate by $10 as long as she agreed to extend the term length of her Agreement by thirty-six (36) months. Ms. [redacted] agreed to this Agreement extension on January 19, 2016. Ms. [redacted] also received a new alarm panel on February 2, 2016 at no cost to her. Although cancellation without penalty is not normally warranted in this matter, Vivint agrees to the above resolution. 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 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Jeff G[redacted] Vivint Account #: [redacted] Date of Agreement: July 06, 2010           To Whom It May Concern:I have...

reviewed the information provided by Mr. G[redacted] and appreciate the opportunity to respond. In his complaint, Mr. G[redacted] alleges that he was not contacted in a timely manner in response to his change in payment methods and that Vivint has recently made multiple attempt to contact him from an unknown number. Vivint’s records indicate that in October of 2014 payments to Vivint ceased. Vivint continued to attempt to withdraw funds from Mr. G[redacted]s bank account, each attempt resulting in an error. Vivint had made multiple attempts to contact Mr. G[redacted] to resolve the issue. Vivint was unable to make contact with Mr. G[redacted] and the account was submitted to collections on Febuary 27, 2015. On March 09, 2015 Vivint received a payment by check in the amount of $[redacted], this reinstated service and billing with Vivint continued. Mr. G[redacted]’s payment information was still not updated in order for Vivint to withdraw funds automatically. Vivint has continued to provide service to Mr. G[redacted] and has received no payments toward his monthly service fee. Currently Mr. G[redacted]’s past due balance stands at $[redacted].Since it is the customer’s responsibility to make sure that Vivint is made aware of any account and or billing changes cancellation without penalty is not warranted at this time. However in an effort to assist Mr. G[redacted] Vivint will agree to cover half of the past due balance if Mr. G[redacted] will pay the other half and fulfill the remaining contract term of six (6) months. 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.
Thanks close account
Sincerely,
[redacted]

August 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #:...

[redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: November 3, 2010           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 cancelled his System Purchase and Services Agreement (“Agreement”) due to his military relocation orders but Vivint transferred his account to an outside collections agency. Mr. [redacted] desires all collections attempts to stop. Vivint has notified the collection agency to remove Mr. [redacted] from all collection attempts. Mr. [redacted] has no further obligation to Vivint. Vivint apologizes 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: August 12, 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] states that her sales rep promised that when she moved residences Vivint would install new equipment in her new home free of charge and for her to leave all of her old equipment behind. When Ms. [redacted] called into Vivint to install services in her new home she was told that she would be charged for a new security panel. Ms. [redacted] desires her past due amount to be waived and for any negative information to remain off of her credit report. Vivint agrees to remove Ms. [redacted] from all collection attempts. As of the date of this letter Ms. [redacted]’s System Purchase and Services Agreement (“Agreement”) is approved for cancellation without penalty. A representative will reach out to Ms. [redacted] to finalize the cancellation of her Agreement. Vivint’s records indicate that Ms. [redacted] informed Vivint on October 6, 2015 that she had moved residences on September 28, 2015 and wished to install her service in her new home. Vivint informed Ms. [redacted] that there would be a $99 move fee or she could renew her Agreement and the fee would be waived. Vivint did not receive any further communication from Ms. [redacted] nor did Vivint receive payment for services rendered since September 14, 2015. As such Ms. [redacted]’s Agreement was transferred to a third party collections agency on February 27, 2016. Nevertheless, Vivint agrees to the above resolution. 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]

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.
However, I also want them to take me off of their calling list. I do not wish to be contacted by them for solicitation or anything else.
Sincerely,
[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]

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,
Keva J[redacted]

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]

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: June 28, 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 representative and Mr. [redacted] have agreed upon a resolution. 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

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,
Maria H[redacted]

Complaint: [redacted]
I am rejecting this response because: From Mr. W[redacted]'s response it is clear he does not understand my complaint. First, I am not asking about details of the investigation from the company end. Second, I am talking about two separate jurisdictions.  I live in Baltimore City and according to Baltimore City code, the alarm company MUST NOTIFY the consumer before installation of equipment the need to register the alarm and EXACT details and where/how to register. Neither of these things were done by Vivint. For Baltimore County, the alarm company MUST NOTIFY and MUST REGISTER for the consumer. Again, I know for a fact from my friend in Baltimore County that she was never notified of this need.  There is no registration fee for registering the alarm with either Baltimore City or Baltimore County. Again, the fact that he mentioned this as a resolution underscores that Mr. W[redacted] does not know the facts.  I am very disappointed that the company has failed to notify its consumers of the most important element of the alarm system. In Baltimore City, the police WILL NOT COME to any home that is not registered. This is how I found out about the need to register in the first place. In Baltimore County, the police will come to a home even if it unregistered.  Given the push back I have received and the continued lack of information the company seems to have about my situation as Mr. W[redacted]'s response does not know show that he understands my concerns, I would like to refund on my installation fee and activation as the Vivint broke the law in Baltimore City by installing this equipment without telling me about registering or providing information to me. Also, I want to note, on the evening that I made the company aware of my situation, I was told I would be receiving a welcome packet that has the registration information in it--I have never received this, nor have my neighbors who signed up in Baltimore City.  I would like a refund of $237.95.  If the company refuses this request, then I will plan to continue with arbitration and will follow up with my case: (#[redacted]) through the Office of the Attorney General; Consumer Protection Division for the State of Maryland. This case includes my correspondence with the company's customer service agents along with text messages from my sales agent and technician both of whom stated that they did not know I needed to register my alarm which is in direct conflict with Baltimore City law.

Revdex.com: I am satisfied with the cancellation of my contract and the removal the equipment effective on March 14, 2017. 
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]

May 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: January 9, 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 being resolved to Ms. [redacted]’s satisfaction. An appointment has been scheduled to remove the system from Ms. [redacted]’s home, and following removal of all 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

November 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: May 31, 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 has moved residences and Vivint has not yet installed his alarm system into his new home. Mr. [redacted] desires his System Purchase and Services (“Agreement”) cancelled without penalty. Vivint agrees to install Mr. [redacted]’s alarm system into his new residence and waive the $99 move fee.  Vivint’s records indicate that a technician was sent to install Mr. [redacted]’s alarm system on November 2, 2016. It was determined that some pieces of equipment that were installed in Mr. [redacted]’s old residence would not operate efficiently in his new residence. Vivint installed all the equipment that would operate efficiently in his new residence and Vivint has offered to install other pieces of equipment into his home that will operate efficiently. An appointment has not been scheduled to have the remaining equipment installed into his home, I would advise Mr. [redacted] to contact Vivint’s Move department at 1 800.216.5232 so an appointment may be scheduled. Cancellation of the Agreement without penalty is not warranted at this time. Nevertheless, Vivint agrees to the above resolution. 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
16, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: May 27, 2011To 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: ###-###-####, 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.
Though some of the information that was provided on their response was not accurate, the matter has been cleared up with a representative from their Executive Resolution department.Thank you for your assistance and attention to this matter.
Sincerely,
[redacted]