Vivint Smart Home Security

February 10, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 8, 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 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: (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]. They have sent an email stating they would cancel the obligation due to the circumstances.This resolution is satisfactory to me.  
Sincerely,
[redacted]

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. I have accepted the resolution of Vivint coming to get equipment and terminate the contract. This is scheduled for August 7th. Thank you kindly for your help, as I greatly appreciate having a resolution.
Sincerely,
Latisha P[redacted]

July 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 6, 2013           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] 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

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

November 18, 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: October 10, 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 opened an account with Vivint; however, she required an earlier installation date, so another account was created. Ms. [redacted] is requesting a refund of $65.56 from the account that was first opened.   Vivint’s records indicate that a refund of $65.56 was issued on November 10, 2016 to go back in her checking account ending in [redacted] within 7-10 business days from the issue date. Ms. [redacted] will not be double billed in the future.   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:
I do not want to have anything to do with this company I want to close them out and go somewhere else they live from the beginning and once you lie from the beginning how can you trust them now do not trust trust company when you hire a third-party to Do Your Dirty Work and when they do wrong and you don't want to recognize what they've done wrong and you're asking me what did you do wrong shame on you it's called too many spoons in the pot and when smallest spoon dealership doesn't want to record I don't want to have anything to do with it but you know what they're just as guilty as the third party because they're the ones that gave them a contract to do their dirty work I want to close them out and go somewhere else do not trust worry once you lie from the beginning you're liable company dealership to me and they lied to me I do not want to be with this coming anymore
Sincerely,
[redacted]

December 21, 2016       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: May 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] explains that he has moved from the residence at which the system is installed and he can no longer utilize the service. Mr. [redacted] requests cancellation of his account without penalty.   At this time and out of goodwill, Vivint will cancel Mr. [redacted]’s account at no charge.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on May 21, 2013.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $68.99 each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, 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

August 30, 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 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]’s complaint she explains that her mother has had issues canceling her account. Ms. [redacted] requests that the account be canceled without any further charges.A representative from Vivint has recently contacted 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] mother’s account has been canceled as of August 30, 2016 without any cancelation fees. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2015          To Whom It May Concern:I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her rebuttal, Mrs. [redacted] explains that she desires a total reimbursement of $275.00 for her installation fee, four (4) months of service, and her service payment of $34.99 taken on February 17, 2016. She also desires to hire a different company to repair any damages down by the installation of her security system. Lastly, she desires cancellation of her account without penalty. Vivint Inc.’s (“Vivint”) records indicate that a refund in the amount of $[redacted] is being sent back to the bank account on file, to refund the monies paid to Vivint by Mrs. [redacted]. Vivint has already sent a refund of $[redacted], equaling a total reimbursement of $[redacted] for monies paid for services. Mrs. [redacted]’s account has been cancelled, and she has no further contractual obligation to Vivint.  In addition to this reimbursement, Vivint is willing to send a refund of $[redacted] to be used towards any damages caused by installation of the security system. Mrs. [redacted] should expect to see these refunds back on her bank account within 7-10 business days. Should Mrs. [redacted] experience any issues or delays past this time frame for her refund, she may reach out to the representative that has contacted her.Vivint’s records indicate Mrs. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on June 15, 2015. During the recorded Pre-Installation Survey, Mrs. [redacted] 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 $[redacted] each month during that term.  In Section 6 of her Agreement, it states that Vivint is not responsible for any damages to the household from the installation of the security system. Despite this information, Vivint is willing to refund Mrs. [redacted] the $[redacted] for services and an additional $[redacted] for any damages that the installation of her services may have rendered. Vivint has also cancelled Mrs. [redacted]’s account without any penalty. 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]

August 10, 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...

29, 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 agreed to a resolution in this matter.  A service visit has been scheduled for August 17, 2016 to remove Vivint’s equipment from Mr. [redacted]’s home, and Vivint has waived the last service fee charged on the account.  Following removal of the equipment, Mr. [redacted] will have 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Rachael S[redacted]  Vivint Account #: [redacted] Date of Agreement: October 12, 2010           To Whom It May Concern:I have...

reviewed the information provided by Ms. S[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. S[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. S[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]

November 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: January 12, 2016           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the system. Mr. [redacted] requests updated equipment.A representative from Vivint has recently contacted Mr. [redacted]’s wife over the phone in an effort to resolve these concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction 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

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 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 4,...

2008        Date of Addendum: June 10, 2014 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 attempted to cancel his account with Vivint after completing the term of his contract, but that Vivint renewed his Agreement without his authorization. Mr. [redacted] desires cancellation of his Agreement without penalty.At this time, to assist Mr. [redacted], Vivint will cancel his Agreement without penalty, effective immediately.  Vivint has waived the past due balance of $48.70 on the account.Vivint’s records show that on August 4, 2008, Mr. [redacted] signed a Purchase and Services Agreement with APXAlarm, which later became Vivint Inc., with an initial term of sixty (60) months. Vivint spoke with Mr. [redacted] regarding his alarm service on June 10, 2014.  Mr. [redacted] represented that he was interested in extending the term of his Agreement in exchange for new equipment and a reduced monthly rate.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Although Mr. [redacted] is within the term of this extended Agreement, Vivint agrees to the above resolution.  Mr. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 14, 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: February 16, 2015                                                                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 has been cancelled and he 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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

May 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 4, 2014            Date of Addendum: April 19, 2017 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 has been cancelled and he 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, 2016           To Whom It May Concern:I...

have reviewed the information provided by Mr. and Mrs. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently attempted to contact Mr. and Mrs. [redacted] in an effort to resolve their concerns. At this time, Vivint is willing to waive the remainder of the Agreement and cancel the account following the return of Vivint’s equipment. Mr. and Mrs. [redacted] may contact Vivint’s legal representative or the Customer Care department in order to schedule a system pull. After which, the contract will be cancelled and Mr. and Mrs. [redacted] will be under 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