Vivint Smart Home Security

January 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 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 has experienced difficulties in making arrangements for moving his security system. He explains that he was promised that his account would be deferred for six (6) months when this has not been the case. He further states that he is being charged for a panel in his new home. Mr. [redacted] requests that his past due balance and the cost for a new panel be waived.Vivint’s records indicate that Ms. [redacted] contacted Vivint regarding moving the security system. During this call Ms. [redacted] agreed to a three (3) month deferment. During this call Vivint informed Ms. [redacted] that she would need to remove the security panel or purchase a new one for her new home. Had Mr. and Mrs. [redacted] given more notice regarding the system move Vivint could have provided a technician to remove the main panel and relocate it to their new home.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns.  Vivint has credited three (3) additional months of service for a total of six (6) months. Additionally Vivint has multiple options available to Mr. [redacted] to either move or cancel his service. Vivint is willing to reduce the cost of a new panel to $249 with his current Agreement or at no cost with a 48 month renewal of his Agreement. Renewing the agreement would also waive the normal $99 fee for a system move. Should Mr. [redacted] desire to cancel his Agreement his buyout amount would be $1329.81. However, in an effort to assist Mr. [redacted] Vivint is willing to reduce this amount by 50% to $664.90. Should Mr. [redacted] wish to accept any of these offers Mr. [redacted] should contact the representative who has attempted to reach 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the resolution is underway but has not been fully satisfied as of yet.
Sincerely,
[redacted]

September 16, 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: July 31, 2007                                                                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 frustrations regarding the appointments scheduled for the installation of the equipment at his new home. Mr. [redacted] requests cancellation of his account with no adverse credit reporting.   In an effort to resolve the [redacted]’ concerns, Vivint has agreed to immediately cancel the account.   Vivint’s records indicate that the last appointment that was scheduled on May 18, 2016 was cancelled by the customer. Vivint did not received further contact from the customer to reschedule the appointment.   Despite the information above, 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

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

FIRST,  Them saying maybe someone broke into my house, and for security because I didn't remember my password instantly under pressure...... and so they still sent the FIRE department, not the police......and it WASN"T a security alarm, it was a "non functioning" smoke alarm; is complete idiocy.  People don't usually BREAK INTO A HOUSE, to STEAL the battery out of a smoke alarm !!!!!!!!!!!!!!!!!!!!!  And if it was a break in...why weren't he police sent, not the fire department ???????????????????????Second it's good business practice to give people a hint, or secret question if they FORGET THEIR PASSWORD !!!!   You're dealing with a lot of older people.....  YOU MNS !!!!!!! Third the repairmen from Vivant have told me , our salesman was fired, and our local office was closed because the SALES TEAM WAS LYING TO PEOPLE and playing games with paperwork etc.  They told us we only had  2 YEAR CONTRACT.The company is RESPONSIBLE for use being assured we only had a 2 year contract......and they are also responsible for sending a false alarm and refusing to cancel the waste of our FIRE DEPARTMENTS Money and time !!!I want my account cancelled.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[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

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

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]

Complaint: [redacted]
I am rejecting this response because:First and foremost this response is full of lies!  I was NEVER a customer prior to June 27, 2017.- which was the day I purchased the system at Best Buy on my credit card.  So how  they have documents prior to that with my signature is beyond me. My bank accounts will show that prior to this June 2017 I WAS NEVER a Vivint customer.  Secondly why are they charging me for equipment I purchased at Best Buy (which I have receipts for) and they admit to taking 2 payments of $49.99, which they only took one payment of $49.99 which I was not disputing. But the $200.25 was NOT AUTHORIZED  that was equipment again I purchased at Best Buy and have the receipt! I was never charged $293.45, so again I would really like to see all this so called documentation they have.  And the agreement I signed on June 24, 2017 was risk free for 15 days and only had a restocking fee!  Thirdly NO ONE has ever contacted me from Vivint, I have always had to contact them, which my phone records will show. Vivint has never offered me a reduced rate.  I just called the Loyalty Customer and the personnel have not a clue of the situation or record of my complaints.  
Sincerely,
[redacted]

November 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 2017           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond.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 24, 2017. 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 services fee of $54.11 and a monthly equipment fee of $22.74 for a combined total of $76.85 each month during that term. Mr. [redacted] represented that he understood the Truth and Lending Discloser and that he received two (2) copies of his Notice of Cancellation.  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.    Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after May 2017.  As such, the account was cancelled for non-payment on October 29, 2017, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his 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

September 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: July 29, 2016           To Whom It May Concern:In Ms. [redacted]’s rebuttal, she explains that Vivint has not yet removed its equipment from her home and her account has not been cancelled.A representative from Vivint contacted Ms. [redacted] again, and is sending her a postage-paid box so that she may send the equipment back to Vivint. Ms. [redacted]’s account has been cancelled, and she has no further obligation to Vivint after the equipment is sent back.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

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]

February 7, 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: May 31, 2010                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In order to further review Ms. [redacted]’ complaint, Vivint needs additional information regarding Ms. [redacted]’ mother’s account. A representative has attempted to contact Ms. [redacted] via phone and email. Vivint advises Ms. [redacted] to contact this representative so that her concerns may be resolved.   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 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 30, 2016                 ...

       To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has experienced equipment complications with his security system that have not been resolved.  Mr. [redacted] further explains that he has paid for service while waiting for repair of his equipment.  He requests cancellation of his Agreement with no penaltyA representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns.  Vivint has agreed to send a final technician to Mr. [redacted]’s home at no cost to resolve his technical issues. If Vivint’s technician is unable to resolve these issues and it is determined that Vivint is unable to provide the contracted service the equipment which was installed in Mr. [redacted]’s home will be removed and his account will be cancelled. An appointment has been scheduled for November 10, 2017.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 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

April 27, 2015 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 5, 2013                                                              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 Mr. [redacted] and this representative 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: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]

January 16, 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: March 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 attempted to cancel in October of 2016; however, his account was charged in January of 2017. Mr. [redacted] requests a refund of three months of service.   Vivint’s records indicate that Mr. [redacted]’s required notice of cancellation was received on December 7, 2016. Therefore, according to Vivint’s 30-day cancellation policy, Mr. [redacted]’s account was cancelled on January 7, 2017. Mr. [redacted]’s billing date did fall within this 30-day period; as such, his account was charged on January 5, 2017.   In an effort to assist Mr. [redacted], Vivint has agreed to refund his last payment of $60.99. Mr. [redacted] will receive this refund in his account within 7-10 business days.   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 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Francis S[redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2014                         To Whom It May Concern: In his rebuttal, Mr. S[redacted] alleges that Vivint did not address his equipment complications.  Mr. S[redacted] desires cancellation of his Agreement without penalty. A representative from Vivint has recently contacted Mr. S[redacted] again, in an effort to resolve his concerns.  Vivint believes this matter is being resolved to Mr. S[redacted]’s satisfaction.  If Mr. S[redacted] has any further concerns, he 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

December 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2017          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 she has been experiencing equipment concerns that have been unresolved by Vivint given they want to charge $50.00 for a service technician. Additionally, she was initially told her trial period was for 3 days, but later found it was for 60 days. Ms. [redacted] desires to be refunded for the monies she has paid Vivint, for her agreement to be closed without penalty, and an apology from Vivint.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to apply two months of credit. 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 August 9, 2017.  During the recorded Pre-Installation Survey, Ms. [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 $49.99 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 asked if Ms. [redacted] understood she had three (3) day to test the system wherein she could elect to discontinue the service with no penalty; Ms. [redacted] stated she understood this Right of Rescission period. Vivint relied on Ms. [redacted]’s representations to ensure that she understood his commitments to Vivint as outlined in the Agreement.   In section 5 of Ms. [redacted]’ Agreement, it states, Vivint will send a service technician to a customer’s home for free anytime within one hundred and twenty (120) of the installation of the system. After this time frame, a service fee will be invoiced to the customer. Vivint does attempt to resolve equipment concerns over the phone, however sometimes a service visit is needed in order to resolve these concerns. Ms. [redacted] notified Vivint of her panel be unresponsive on December 19, 2017. Vivint’s customer service representative attempted to resolve the issue over the phone but was unable to resolve the concern over the phone. As such a service appointment scheduled for December 20, 2017. The service technician who went to Ms. [redacted]’ noted he had replaced Ms. [redacted]’ panel and did a full test on the system. Vivint believes this has resolved Ms. [redacted]’ equipment concerns. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer