Vivint Smart Home Security

February 22, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 5, 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] explains that he has been dissatisfied with the cancellation process. Mr. [redacted] requests that his account be cancelled.   As stated in the email that Mr. [redacted] referenced, his account has been cancelled and he will no longer be billed. 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 13, 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 9, 2016           To Whom It May Concern:I have reviewed the information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact 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] has been refunded $ 65.19.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

February 8, 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: May 11, 2013                                                               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 attempted to cancel her account; however, her account remains active. Ms. [redacted] requests cancellation of her account.   Vivint has agreed to immediately cancel Ms. [redacted]’s account without penalty.   Is should be noted that Vivint received Ms. [redacted]’s required notice of cancellation on January 10, 2017. Therefore, according to the 30-day cancellation policy, Ms. [redacted]’s account would have been cancelled on February 10, 2017.   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

July 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: April 25, 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 numerous issues with her Vivint equipment despite numerous technician visits. Ms. [redacted] desires her System Purchase and Services Agreement cancelled without penalty.Vivint believes this matter has been previously resolved. Ms. [redacted]’s Agreement has been cancelled and the Vivint equipment has been removed from her home. As of the date of this letter 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

December 14, 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, 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 had a house fire and her Vivint alarm did not go off.  She further states that she is not able to live in her home but Vivint has continued to charge her for service, and that Vivint has removed the equipment from her home but will not consider her Home Damage claim.  Ms. [redacted] desires cancellation of her Agreement without penalty.  At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement, effective immediately.  Vivint’s records indicate that Ms. [redacted] notified Vivint of the fire, and that Vivint’s Alarm Events department has requested a copy of the fire report to complete a review.    However, Vivint’s records show that a fire alarm was triggered on August 3, 2016, and that Vivint followed proper procedure to dispatch the fire department to Ms. [redacted]’s home.  Ms. [redacted]’s signed Agreement states that Vivint is not an insurer of premises, property, or the personal safety of persons at the premises (Section 17).  Given these circumstances, it is unlikely that compensation would be warranted for damage or loss caused by the fire.Ms. [redacted] is within the initial term of her Agreement and cancellation is not warranted at this time; however, in consideration of her circumstances, Vivint agrees to the above resolution.  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 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: July 16, 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 difficulty canceling her account. As such, she requests that her account be cancelled.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. Vivint has cancelled Ms. [redacted]’s account as of September 25, 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

February 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 26, 2015                 ...

       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 to having equipment complications with her security system that have not been resolved. Ms. [redacted] desires for Vivint to cancel her account without penalty. Vivint’s records show a Vivint Field Service Professional was dispatched to Ms. [redacted]’ home on February 25, 2017. This Field Service Professional replaced the camera and tested the system. Vivint’s records indicate that this matter has been resolved.  A previously a representative from Vivint has been in contact Ms. [redacted], in an effort to resolve her concerns. During this conversation, the representative credited Ms. [redacted]’ account one month of service. To assist Ms. [redacted], Vivint has agreed to apply an additional credit to her account in the amount of $129.88, which will cover two (2) months of service fees.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 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 25, 2015           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 had drafted a payment of $158.00 from her bank account. Ms. [redacted] desires cancellation of her account and a refund of monies paid to Vivint. Vivint’s records indicate that a refund of $[redacted] was sent to Ms. [redacted] on August 29, 2015. Since Ms. [redacted] had never actually paid this amount Vivint attempted to draft it back on September 8, 2015. Ms. [redacted]’s bank account would not allow this charge and it was returned due to non-sufficient funds. Since Vivint had inadvertently sent Ms. [redacted] that was not warranted Vivint will not cover the non sufficient funds fee that she had received nor will Vivint attempt to collect the $[redacted] from Ms. [redacted]. Ms. [redacted] 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]

October 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: July 24,...

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. Vivint has closed Ms. [redacted]’s account, refunded her service payments, and removed the system from her home.  A refund of the payment made to Best Buy for the equipment is pending.  Ms. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, 2013           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 contacted Mrs. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [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]

I can confirm that I have received the refund and my account has been cancelled by Vivint. I would like to state that the company has never offered any apology for the issues they caused and I still would never recommend their service to anyone.    tter Business Bureau:
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]

February 29, 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,...

2011           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 fulfilled the initial term of her Agreement and requested cancellation of her Vivint account in January and was expecting the account to be cancelled in February.  Ms. [redacted] states that she was recently advised by a Vivint representative that she extended her Agreement and would be unable to cancel the account.  Ms. [redacted] desires cancellation of her Agreement without penalty and a refund of a payment made in February 2015. A representative from Vivint has attempted to contact Ms. [redacted] in an effort to resolve this matter.  Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further obligation to Vivint.  A refund of February’s payment, in the amount of $[redacted], is being sent back to the bank account on file.  If Ms. [redacted] has any further questions or concerns in this matter, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: June 6, 2011         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 filed for bankruptcy and Vivint has continued to charge her. Ms. [redacted] desires cancellation of her agreement and a refund for two (2) years of payments. Vivint’s records indicate that on May, 20, 2013 Ms. [redacted] informed Vivint that she was moving residences at the end of August of 2013. Vivint provided her with a three (3) month deferment and explained her options for moving her service. Vivint had not received any further communication with Ms. [redacted] on this matter until October 8, 2015. On October 8, 2015 Ms. [redacted] told Vivint that she moved in 2013 and desired cancellation, Ms. [redacted] was told to send in a notice of cancellation. On October 9, 2015 Ms. [redacted] called in to inform Vivint the she sent in her notice of cancellation on October 8, 2015 and also informed us that she filed for bankruptcy in November of 2013. Since Vivint was not made aware of Ms. [redacted] bankruptcy in 2013 and has not received documentation about the bankruptcy, a refund for two (2) years of service is not warranted. Ms. [redacted] is eligible for cancellation without penalty, her account has been 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]

February 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 1, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Ms. [redacted]’s satisfaction. If Ms. [redacted] needs any further assistance, 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

Complaint: [redacted]I am rejecting this response because:  Sorry, my response is the same, Vivint's salesman lied to us about the terms of the agreement.  No matter how many times they say they did a phone interview which I don't remember or that I understood the terms they were simply misrepresented by the salesman and that is a simple fact.  I wish for the service to be cancelled without penalty.  If that is not something that Vivnt is prepared to do then I will actively discourage anyone I know from using Vivint's services and will never use Vivint again for my own service.  Prior to finding out that the contract terms were misrepresented I have always given great reviews for Vivint.Sincerely,Adam G[redacted]

[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]

August 10, 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 28, 2017To 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 Vivint’s technician damaged her front door during installation and the equipment has not been functioning properly. She is requesting reparation to her front door and for the equipment to be fixed. At this time, Vivint’s Home Damage department is working with Ms. [redacted] to compensate her for any damages done to her door, and is currently waiting on her response. Vivint is also willing to offer a free appointment to address any equipment concerns Ms. [redacted] has been experiencing. Vivint’s records show that on July 28, 2017, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  As stated in the Agreement, Vivint will provide reparation service to the equipment free of charge for one hundred and twenty (120) days after the installation is complete. Vivint’s records indicate that the system was installed on July 28, 2017, so Ms. [redacted] is still eligible for a free technician appointment. She may contact Vivint’s representatives to schedule this appointment at her earliest convenience. 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 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

November 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: February 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, he explains that he experienced issues with his HVAC unit as a result of Vivint’s installation. Mr. [redacted] is requesting that he be reimbursed for the cost it required to get the unit fixed.   Vivint’s records indicate that a check was sent out to the [redacted]s on October 28, 2016 and they can expect to receive it within 7-10 business days from that date.   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