Vivint Smart Home Security

December 2, 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 16, 2015           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 during the installation of the system in his home the technician damaged part of his ceiling. Mr. [redacted] states that he was working with Vivint’s Claim Resolution Department but was unsatisfied that Vivint would not pay to have the whole ceiling repainted. Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on June 16, 2015. In section 7: Installation of the System it states “We are not responsible for cosmetic blemishes to walls or wall coverings arising from the installation of any devices.” Therefore Vivint is not responsible to paint he entire ceiling.Despite these facts Vivint agrees to pay $445.00 for the drywall repair, $190.00 for crown molding repair, and $100.00 for repainting, totaling $735.00. If Mr. [redacted] would like to move forward with this resolution he can contract the representative who he was working with in Vivint’s Claim Resolution Department.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

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 5, 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...

28, 2014           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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction.  Ms. [redacted] or her granddaughter may contact Vivint’s representative if they have any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 20, 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 28, 2013           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 was told she could cancel her account at any time but found out later that she had a contract for sixty (60) months. As such, Ms. [redacted] requests that her account be cancelled without any additional charges.At this time, Vivint agrees to cancel Ms. [redacted]’s account if she will pay the past due balance on the account.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 on June 28, 2013. As part of that Agreement Ms. [redacted] agreed to an original agreement term of sixty (60) months. Vivint does not have any record of promises made by the sales representative that are not on the Agreement. Vivint’s records further indicate that Ms. [redacted] ceased making her monthly payments in June of 2017. Vivint has continued to provide service but Ms. [redacted]’s account has a past due balance for services provided. Despite this information Vivint agrees to the above resolution. If Ms. [redacted] would like to proceed with the cancellation of her account she 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

This complaint is for Vivint Smart Home.  This customer does not appear to have a Vivint Solar account at the residence listed in the complaint.

October 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 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 was misled by Vivint regarding the terms of her agreement, and the capabilities of the system. Ms. [redacted] desires the cancellation of the 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 $[redacted] each month, plus applicable taxes, during that term.  Ms. [redacted] contacted Vivint on February 9, 2015, to request cancellation of her account. During this conversation with a Vivint representative, Ms. [redacted] was informed she is still within term and of her payoff amount if she wished to cancel early. Ms. [redacted] later contacted Vivint on July 15, 2015 and reported an issue with her garage door sensors. Ms. [redacted] requested a Vivint service appointment. As stated in Section 5 of the agreement, Vivint applied a $49.00 copay for a service. Ms. [redacted] asked for this fee to be waived. Vivint agreed to lower the fee to $24.00, and scheduled the appointment for July 24, 2015. On July 21, 2015, Vivint received a request to cancel the appointment. Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after March 2015.  As such, the account was cancelled for non-payment on July 30, 2015, and was sold to an outside collections agency in September 2015. Cancellation of Ms. [redacted]’s account is not warranted at this time, but Vivint would like to assist Ms. [redacted]. Vivint has agreed to forgive the past due amount and reactive her service with Vivint. Vivint has also agreed to give Ms. [redacted] premium service on her account for free. With premium service Ms. [redacted] can request a service visit with a Vivint Field Service Professional for free at any time. Vivint requests for Ms. [redacted] to please allow for 5 to 7 business days for Vivint to reactive the service before requesting an appointment.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 13, 2017           To Whom It May Concern:I have...

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

April 23, 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 1, 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] alleges that he was misled by a Vivint representative regarding the term of his agreement, and that he recently had to pay for service he did not use for three (3) months.  Mr. [redacted] further alleges that he moved in December 2014 and experienced a delay in scheduling his appointment, and was charged a move fee of $99.00 that he thought would be waived.  Mr. [redacted] desires to be refunded for the extra monies he has paid Vivint, for his agreement term to be three (3) years, and an apology from Vivint.  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 January 1, 2014. 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 $[redacted] 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.   Mr. [redacted] notified Vivint of his move and initially scheduled an appointment for December 31, 2014.  Vivint completed the move on February 2, 2015, and applied a two (2) month credit for system downtime.  This credit covered monthly service fees for January and February 2015.  Upon completion of Mr. [redacted]’s move, Vivint agreed to waive the $99.00 move fee if Mr. [redacted] extended his agreement for another sixty (60) months.  Mr. [redacted] declined to extend his agreement, and the move fee was charged.  In an effort to assist Mr. [redacted], Vivint has applied a credit of $[redacted] to his billing account, to reimburse this move fee.  This credit will cover monthly service fees for April and May.  Vivint apologizes for any undue delay or inconvenience experienced during 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 *. Wilcox

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

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

March 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: June 3, 2015           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 his equipment has malfunctioned numerous times. He also expresses concern that he must be home in order for a technician to reboot and repair the system.  Mr. [redacted] desires cancellation without penalty and a refund of all monies paid to Vivint. Vivint agrees to cancel Mr. [redacted]’s account without penalty provided Vivint can remove the security equipment from his home. Customers must be present and able to handle the system as some issues can be repaired over the phone by troubleshooting. It is also policy to have the account holder present if it is required that a technician be dispatched to assess the repair. Vivint’s records indicate that on March 9, 2016 a technician was dispatched and repaired Mr. [redacted]’s security system. Vivint has been providing monthly monitoring service to Mr. [redacted]’s security system since install. As such, a refund for all monies paid to Vivint is not warranted.  I would advise Mr. [redacted] to contact Vivint or directly contact the representative that has reached out to him to schedule a time for a technician to remove the security equipment. 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]

May 11, 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, 2016          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. .  Mr. [redacted] notified Vivint of his equipment concerns on October 27, 2016, and an appointment was scheduled for October 28, 2016. However, Vivint’s records indicate that Mr. [redacted] canceled this appointment prior to the technician’s arrival. Mr. [redacted] notified Vivint of his equipment concerns on April 18, 2017, and an appointment was scheduled for April 20, 2017. During this appointment, the Vivint technition replaced Mr. [redacted]’s element thermostat with a new Vivint Element Thermostat. Mr. [redacted] again notified Vivint of his equipment concerns on April 25, 2017, and an appointment was scheduled for April 29, 2017. However, Vivint’s records indicate that Mr. [redacted] canceled this appointment when the technician arrived to his home. Additionally Mr. [redacted] was offered a credit to his billing account to cover two (2) months monitoring fee to which Mr. [redacted] declined.Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Should Mr. [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule this appointment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

February 13, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2017           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A Vivint representative 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 she has any further questions or concerns, 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

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]

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

May 13, 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 complaint, Ms. [redacted] states a sales representative from Vivint attempted to sell her a system, but she found him to be misrepresenting the agreement. Ms. [redacted] desires for the sales representatives to be held accountable for their sales tactics.The sales representative in question is employed by Smart Home Pros, Inc. (“Smart Home Pros”). Ms. [redacted]’s complaints have been reported to Smart Home Pros regarding the Vivint dealer who knock at her door. 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]

January 12, 2018       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 17, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this representative and Mr. [redacted] have agreed upon a resolution.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

May 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: September 9, 2013           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 experienced several issues with the service. As such, Mr. [redacted] requests that his account be cancelled.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]’s satisfaction. Mr. [redacted]’s account has been cancelled as of May 17, 2017. Mr. [redacted] no longer has 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

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