Vivint Smart Home Security

December 20, 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 8, 2013           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he has canceled his accounts and continued to be billed. As such Mr. [redacted] requests that his account be canceled and the balance on the account cleared.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 this matter has been resolved to Mr. [redacted] satisfaction. Mr. [redacted]’ accounts have been canceled and the balance cleared. Mr. [redacted] does not have any obligation to Vivint. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he 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

October 20, 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 28, 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] explains that he never received the 3 months of credit promised him by the sales representative. Mr. [redacted] requests that his account be canceled.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] and to resolve this issue. Vivint can place six (6) months of credit on Mr. [redacted]’s account. Or Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue one of these resolutions or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to him 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 if it happens. They asked me to wait 5 business days and I should have the refund, which should be around April 7, 2017. If possible, I would like the case to remain open until I check on April 7 to see if the refund was given.  This is the third time that they said they were going to refund the money, but to be fair I think their may have been some confusion.
Sincerely,
[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 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, 2011           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint was cancelled on December 15, 2017. Vivint’s records show that on August 29, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on February 29, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on February 28, 2015.  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 sixty (60) 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 sixty 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 validation of the above verbal extension, Mr. [redacted]’s agreement with Vivint has been canceled. 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 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 2010           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

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

December 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 22, 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 she requested cancellation of her account, but was not informed about the written notice of cancellation. Ms. [redacted] desires the cancellation of her account and a refund of the final charge. 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 22, 2012.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (42) months. She also represented that she would pay a monthly monitoring fee of $[redacted] 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. In section 2.4 of Ms. [redacted]’s Agreement it states, “The initial term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty (30) days befores the end of the original term or any renewal term.”  Although Vivint did not receive a written notice of cancellation thirty (30) days prior to the end date of the Agreement, in an effort to resolve this matter, Vivint has agreed to close Ms. [redacted]’s account and to refund her the final payment on the 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]

July 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: July 5, 2013           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 had issues with the equipment. As such, Ms. [redacted] requests that her account be cancelled. Vivint agrees to have a technician go to Ms. [redacted]’s home and fix/replace any equipment that is not working properly at no cost to Ms. [redacted].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 Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on July 5, 2013. Ms. [redacted] agreed to an original agreement term of sixty (60) months. Because Ms. [redacted] is still within the original agreement term cancelation is not warranted. If Ms. [redacted] would like to move forward with this resolution Ms. [redacted] may contact the Vivint representative who reached out to 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her response, Ms. [redacted] requests that Vivint provide proof regarding the account status for a customer whom she states has vacated a property which she owns, leaving behind equipment from their Vivint security system. Due to security concerns Vivint is unable to provide account information, including account status to an individual who is not the account holder without verification by way of a verbal passcode. Vivint apologizes for any inconvenience this may cause.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]

January 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] & [redacted] Date of Agreement: August 13, 2009           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 Ms. [redacted] has any additional questions, 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

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 2008           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 attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s Vivint account has been canceled effect immediately. Mr. [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]

August 25, 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 30, 2017           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response, he explains that he does not accept Vivint’s response because it does not cover retexturing, painting or taking his closes to the dry cleaners. As such, Mr. [redacted] requests that Vivint cover the cost of all expenses.At this time Vivint agrees to cover the cost of repairing the damage to Mr. [redacted]’s home upon Vivint receiving a signed Release and Settlement Agreement. Vivint also agrees to investigate compensating Mr. [redacted] for the cost of dry cleaning if Mr. [redacted] will provide Vivint with the recipes from the dry cleaners.A Vivint representative recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint records indicate that Mr. [redacted] signed a System Purchase and Services Agreement (“Agreement”) with Vivint on June 30, 2017. As part of that Agreement Mr. [redacted] agreed to section 6 “Installation of the System.” Witch states: “We are not responsible for cosmetic blemishes to walls or wall coverings arising from the installation of any devices.” Because of this Vivint is not responsible for the cost to texture or paint. If Mr. [redacted] has any questions or concerns 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 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, 2016           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was misled by Vivint regarding the terms of her agreement, and that she attempted to cancel shortly after installation. Ms. [redacted] is now in collections, and desires cancellation of her agreement without penalty.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 forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term.  Ms. [redacted] contacted Vivint on July 11, 2016, to request cancellation of her account.  Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after July 2016.  As such, the account was cancelled for non-payment on November 30, 2016, 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

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 12, 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 30, 2014 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] states that she was informed that she was required to find someone to take over her contract. This is one of the options for cancellation that Vivint has offered, but it is not required that Ms. [redacted] choose it. Instead of a contract takeover, Ms. [redacted] could choose to buyout the remainder of her contract or move the system to her new home.    Because Ms. [redacted] is still within her contract terms, the Agreement allows a contract buyout, a system move, or a takeover. Ms. [redacted] may contact Vivint’s representatives to take advantage of whichever option she would like to choose.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 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: September 20, 2016           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has experienced multiple issues with the service. As such Ms. [redacted] requests that her account be cancelled.A representative from Vivint has recently contacted Ms. [redacted] over the phone 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 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

November 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 11, 2012           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 his system has not worked properly. Mr. [redacted] desires credit added to his account for system downtime.Vivint’s records indicate that Mr. [redacted] last had a technician out to his home on December 14, 2013. Vivint did not receive any further communication from Mr. [redacted] about the system having issues after this technician visit. Vivint believed the system to be functional, Vivint must be made aware of any system issues in order to resolve them. Since Vivint was not made aware of any further issues after the technician a refund from December of 2013 to October of 2015 is not warranted. However in an effort to assist, Vivint has refund Mr. [redacted] $10 from when he first called in about the issues in June of 2012 to December of 2013. A total refund of $[redacted] has been sent to Mr. [redacted]’s home in the form of a check. Mr. [redacted]s account is cancelled and he 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]

April 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 25,...

2008        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 cancelled her Agreement with APXAlarm/Vivint by sending a written notice of cancellation, and that Vivint continued to charge her for service in December 2015 and January 2016.  Ms. [redacted] desires a refund for the two monthly charges in December and January.  Vivint’s records indicate that a written notice of cancellation was provided by Ms. [redacted] on December 16, 2015.  To assist Ms. [redacted] at this time, Vivint will refund the two payments taken in December and January, as requested.  A refund in the amount of $[redacted] is being sent to the mailing address on file via check.  Ms. [redacted]’s account is cancelled, and she 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]

June 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Damien D[redacted]  Vivint Account #: [redacted] Date of Agreement: January 3, 2015           To Whom It May Concern:I...

have reviewed the information provided by Mr. D[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. D[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. D[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]