Vivint Smart Home Security

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]

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

December 14, 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 23,...

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 moved and called Vivint to request cancellation in October 2015, then his contact information changed and he assumed that his account was cancelled.  Mr. [redacted] explains that he recently received a collection notice for the account and that he has had negative interactions with Vivint representatives while trying to resolve this matter.  He desires to have his bill adjusted to the time he requested cancellation, and to speak with management regarding his negative experiences.Vivint appreciates Mr. [redacted]’s feedback regarding his experience with customer service, and I have sent this complaint to the appropriate management team for review.  Vivint’s records show that Mr. [redacted] signed a System Purchase and Services Agreement on August 23, 2013, in which he represented that he understood and agreed to an initial term of sixty (60) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  Mr. [redacted] contacted Vivint on November 2, 2015 to ask about an alert he had received, and during that phone call he said he had a new phone number and Vivint updated the account with the new number.  During this phone call, there was no mention of moving or cancelling the service, and Vivint’s Billing department called Mr. [redacted] and received a payment from him on November 19, 2015.  Vivint has no record of any other phone call from Mr. [redacted]’s old phone number or the new one in October 2015, or any time after the November 2015 call (until recently). Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after July 2016.  As such, the account was cancelled for non-payment on September 30, 2016, and was transferred to an outside collections agency.  Mr. [redacted] must settle the balance of his 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

January 16, 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 2, 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 she has experienced issues with the service on her father’s account. As such, Ms. [redacted] requests that her father’s account be canceled and the equipment removed.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 is being resolved to Ms. [redacted]’ satisfaction. Ms. [redacted]’ father’s account has been canceled as of January 16, 2017. The equipment is theirs to do with as they see fit. 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

August 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: September 25,...

2015           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 discussed possible resolutions and Mr. [redacted] may contact Vivint’s representative directly with any further questions or concerns in this matter.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 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

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

Complaint: [redacted]
I am rejecting this response because: the email credentials attached to said account ([redacted]@yahoo.com) are linked to a account in Kansas.  My address is [redacted].  Please correct this issue and I will accept resolve.  Thanks.
Sincerely,
[redacted]

October 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: November 10, 2010           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 had issues with the billing service. Ms. [redacted] requests that her account be canceled.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 has been canceled as of October 13, 2016. 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

April 24, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 9, 2012           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 not been able to set up service at her new residence, and that she was advised that her account was cancelled but then Vivint continued to bill her.  Ms. [redacted] is now in collections, and she desires cancellation of her agreement without penalty and no further correspondence or obligation to Vivint. Vivint’s records show that Ms. [redacted] was offered either a free move or a reduced payoff of her account in January 2015.  Vivint was unable to reach Mr. or Ms. [redacted] to discuss these offers, and the account was cancelled due to non-payment and was transferred to an outside collections agency on February 28, 2015.Ms. [redacted] has recently been in contact with a representative from Vivint and, in an effort to assist Ms. [redacted], the Agreement with Vivint has been cancelled. Ms. [redacted] has no further contractual obligation to Vivint, and the account will be removed from collections.  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, [redacted]

Complaint: [redacted]
I am rejecting this response because:
It does nothing to solve the misrepresentation and fraudulent sales tactics of vivint. If a store marks a wrong price they have to honor it. I expect vivint to do the same. I will buy what what was represented to me which was a free system and monthly wireless fee.
Sincerely,
[redacted]

February 21, 2018Revdex.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 has had equipment complications with her security system that have not been resolved, and that Vivint refuses to send technicians to fix the issues.  Ms. [redacted] desires to have her system repaired or her contract cancelled. Vivint’s records show that a technician is scheduled to be dispatched to Ms. [redacted]’s home on February 24, 2018 to address her issues with the system.  Technicians came to Ms. [redacted]’s home to address issues on January 16, 2018, December 16, 2017, December 15, 2017, January 27, 2017, and January 20, 2017 at her request.  In response to Ms. [redacted]’s recent complaints, Vivint’s customer service has applied $213.90 in credit to her account since December 2017.Ms. [redacted] signed a 48-month Agreement with Vivint on July 11, 2016, and Vivint has worked with her to resolve problems with the system, both over the phone and by scheduling service visits.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,
[redacted]

April 29, 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 13, 2013                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. I have recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that we have agreed upon a resolution and this matter has been resolved to Mr. [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.
Sincerely,
[redacted] (formerly [redacted])

May 1, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 22, 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] alleges that she had equipment concerns. Ms. [redacted] further alleges that that service visit could not be scheduled in a timely manner.  Ms. [redacted] desires a service visit to resolve the equipment concerns. After further review, Ms. [redacted] first alerted Vivint to her equipment concerns on April 20, 2015. Vivint was able to schedule an appointment for Ms. [redacted] on April 28, 2015. On April 24, 2015, Ms. [redacted] requested cancellation of her account and paid off the remaining balance of the agreement.  Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

January 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 16, 2011           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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: June 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] alleges that she cannot view when a door or window has been opened and that her main security panel has lost its color. Ms. [redacted] desires Cancellation without penalty.  Vivint’s records indicate that Ms. [redacted] had a technician visit her home on November 6, 2015 to resolve her main security panel issue, Vivint believes this matter to be resolved. If Ms. [redacted] is still experiencing issues with the color of her main security panel I would advise her to call into Vivint so repairs can be made. Further Vivint’s SkyControl panel does have the ability to inform a customer of which door and window sensors are being triggered at what date and time. This event history can be found on the main security panel and via the internet account access with a personal computer or a mobile device. Vivint’s Customer Care department is available 24/7 at ###-###-#### to walk customers through the event history. Ms. [redacted] account is not eligible for a no penalty cancellation. Her cancellation options are either a total purchase of the Agreement or another individual who can pass a credit check can takeover Ms. [redacted] Agreement. The total amount to purchase the Agreement is $[redacted].  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 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:...

 July 19, 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 experienced equipment complications and damage to his home since having an alarm system installed by Vivint, and that Vivint has promised but not fulfilled a refund of his payment, cancellation of his Purchase and Services Agreement (“Agreement”), and compensation for the damage to his home.  Mr. [redacted] desires a full refund and repair of his home at Vivint’s expense.  Vivint’s records indicate that Mr. [redacted]’s payment of $159.99 was refunded in the form of a check mailed to him on August 16, 2016.  Mr. [redacted]’s Agreement with Vivint was cancelled on August 12, 2016, and a representative from Vivint’s Claim Resolution department is currently working with Mr. [redacted] to complete the needed repairs at Vivint’s expense.  Mr. [redacted] may contact this representative with any further questions or concerns in regards to this claim.At this time, 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