Vivint Smart Home Security

June 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Courtney [redacted] Vivint Account #: [redacted] Date of Agreement: August 01, 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 misinformed of the cancellation options, and desires cancelation of the agreement without penalty. Vivint’s records indicate that on April 28, 2015 a deferment was placed on Ms. [redacted]’s account for three (3) months in order to provide her with some time to move into a residence that the system could be installed.On May 04, 2015 Ms. [redacted] called into Vivint to give permission to the new homeowners to take over her agreement.  On May 08, 2015 the new homeowners called Vivint in an effort to take over the system, the new homeowners were offered the same rate as Ms. [redacted] at $[redacted] plus any applicable taxes for the remaining contract term of fifty two (52) months at that time. The new homeowners had paid their first month’s bill but then decided against taking over the system, they were refunded their payment and the contract remained in Ms. [redacted]’s responsibility. Vivint’s records further 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 1, 2015. 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 $[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.Unfortunately, changing residence is not grounds for cancelling the Agreement. Ms. [redacted]’s Agreement began on August 01, 2014 and continues for an initial term of 60 months. Ms. [redacted] agreed to pay $[redacted] plus applicable taxes, each moth throughout that term. Since Ms. [redacted] has moved from the location were her system was initially installed, Vivint makes various options available to ensure that she can fulfill her obligation under the terms of her Agreement. (1) Vivint could remove the system from Ms. [redacted]’s home and install it at her new residence. (2) Vivint can install a new system at Ms. [redacted]’s new residence for a nominal fee. (3) Ms. [redacted] may pay off the remaining balance of her Agreement, currently $[redacted]. In an effort to assist Ms. [redacted] Vivint will agree to discount the purchase amount by twenty (20) percent leaving the total purchase amount at $[redacted]. (4) Vivint will allow Ms. [redacted] to transfer the remaining balance of the Agreement to a third party who can fulfill the terms on her behalf. 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 *. [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.
However, I include the only paperwork ever presented to me.
Sincerely,
[redacted]

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement:  April 24, 2015To Whom It May Concern: I have reviewed the information...

provided by [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that a Vivint sales representative misled her and that Ms. [redacted] relied on the representative’s representations. Ms. [redacted] further alleges she was not informed by the sales representative of the Right of Recession period. She desires for the Agreement to be terminated and the equipment removed from the home without penalty.Before any customer enters into an agreement with Vivint, and prior to the installation of any equipment, the customer must complete a telephonic Pre-Installation Survey with Vivint’s Data Entry Department. If a customer does not pass the Pre-Installation 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. During the Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed that her Agreement has an initial term of 42 months and that she would pay a monthly services fee of $[redacted] (plus any applicable taxes) each month during that term. She further represented that these terms and conditions were clearly provided on the front of her Agreement and that Vivint’s representative did not make any promises or commitments to her that were not provided on the Agreement. Vivint relied on Ms. [redacted] representations during this survey and, based upon her representations, Vivint entered into the Agreement with her and installed an alarm system in her home. Additionally, the Notice of Cancellation Vivint provided clearly sets forth the right of rescission period expiring at midnight on April 29, 2015. Ms. [redacted] first contacted Vivint regarding cancellation on April 30, 2015, after the right of rescission period had lapsed. As such, Vivint was correct to deny her request to cancel without penalty.Based upon Ms. [redacted] representations, and in an effort to resolve this dispute, Vivint’s has agreed to terminate the Agreement and has attempted to contact Ms. [redacted] in order to schedule the removal of the 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: [redacted] attention Department 160 - Legal. Sincerely, [redacted]. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am awaiting a final bill of zero and refund check of 39.99 before I can say that this resolution is satisfactory to me.
Sincerely,
Ruaconnie W[redacted]

December 5, 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 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 a refund in the amount of $315.00 is being sent to Ms. [redacted] in the form of a check, to refund the monies paid to Vivint by Ms. [redacted]. I apologize for any undue delay in 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

Complaint: [redacted]
I am rejecting this response because:The agreement states that only one camera would be installed on the doorbell so this is a pretty severe breach of contract. The marketing and sales people are clearly hiding the cameras from potential customers and there is plenty of evidence to back that up.  The presence of a camera attached to the unit is a security nightmare. The camera is connected to the mainboard and receives power so there is no way to know for sure if it’s accessible or not. It is an unnecessary risk that serves no benefit to the end user.  I have also repeatedly received the wrong contact information from the technical support team and Vivint attempted billing without resolving the issue. This is another breach of contract.  I don’t see how it is fair for Vivint to collect payment for services not rendered when Vivint is clearly breaching the terms of the agreement. Perhaps harder to argue legally, it is highly unethical to engage in deceptive marketing and advertising campaigns in order to lock down customers into long-term contracts.  My cancellation request stated that the homeowner was placed into a nursing home and I no longer have clear authority to operate the system. The homeowner’s estate attorneys could potentially sue me or Vivint if they chose to.  
Sincerely,
[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.
I accept that this matter is settled with Vivant to never owe or pay them anything more and they will never charge nor bill my account/accounts again.Sincerely,
[redacted]

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted]         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 has been experiencing issues with his internet service. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Mr. [redacted]’s account has been cancelled as of November 6, 2015. 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]

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 will be accepting the $[redacted] buyout to end the contract, not signing another one. Vivint has already threatened to take more out of my account if I don't get this taken care of promptly. I hope that other prospective customers read these complaints and think before they go with better more customer friendly businesses. Worst experience with any business I have ever experienced. Still isn't over.
Sincerely,
[redacted]

May 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 2016           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, a Vivint technician verified that Ms. [redacted]’s Vivint equipment had wires that were cut. Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintIf 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 6, 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: April 29, 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 representative and Ms. [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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

June 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Gavin Q[redacted]  Vivint Account #: [redacted] Date of Agreement: February 21, 2013           To Whom It May Concern:I...

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

September 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2009        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 Vivint system, but Vivint billed her for her full monthly fee.  Ms. [redacted] desires a refund of her final payment.  Vivint’s records indicate that a refund in the amount of $[redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted].  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]

October 3, 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 26, 2017 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 the system began to have problems not long after installation. He claims that he called Vivint in an effort to resolve the situation but did not receive any satisfaction, and that he informed a sales manager that he would be mailing back the equipment. As such, he is requesting that the system be collected and the contract be cancelled.At this time, Vivint is willing to offer a free appointment for a technician to address any equipment concerns as well as a free month of service. Cancellation is not currently warranted. Vivint’s records show that on June 26, 2017, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Mr. [redacted] did not sign the contract, and thus has no authority over the account and is under no obligation to Vivint. By signing the contract, Ms. [redacted] represented that she understood and accepted all terms of the Agreement, including her commitment to pay Vivint a fee every month for 60 months. Furthermore, the contract states that it is the customer’s responsibility to report any equipment issues to Vivint and that Vivint will provide assistance as soon as possible. Vivint’s records show that following the initial installation, the first call that was made was to request cancellation due to equipment issues on July 15, 2017. During that call, the representative offered to schedule a technician to address his concerns since the account was past the Right of Rescission period, but Mr. [redacted] declined all offers of resolution. Vivint’s records also show that the customer further declined all future offers for troubleshooting assistance over the phone or for a technician appointment. As stated in the contract, Vivint does not warrant that the equipment will always function but will provide technical assistance as soon as possible upon the customer’s request.Due to the above information, Vivint has agreed to provide a free technician appointment to ensure the system’s functionality as well as a free month of service to compensate for any inconveniences. Mr. [redacted] may contact Vivint’s customer care department in order to schedule an appointment at his 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

December
14, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:     Consumer
Complaint Case #: [redacted]            Complainant:
[redacted]....

[redacted]            Vivint Account #:[redacted]             Date of
Agreement: August 12, 2015To 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

October 20, 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 28, 2012                                                                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 his service was supposed to have been cancelled in April of 2016; however Vivint did not receive his notice of cancellation until October and in turn the account was sent to collections. Mr. [redacted] requests that Vivint remove his account from collections.   In an effort to assist Mr. [redacted], Vivint has agreed to remove his account from collections.   Vivint’s records confirm that Mr. [redacted]’s notice of cancellation was not received until October 9, 2016, two months after the account was written off.   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

January 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: June 26, 2012                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he alleges that he sent in his notice of cancellation on December 9, 2015 and that he has been unable to get his account cancelled. He requests cancellation of his account and a refund for the month of December. On June 26, 2012, Mr. [redacted] signed the agreement and agreed to the following: “The initial term of this agreement starts on the day this agreement is signed and continues for fourty-two (42) months, and will automatically continue from month to month thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.” Mr. [redacted] submitted his notice of cancellation on December 9, 2015. As such, his account would have been cancelled on January 9, 2016. However, Vivint has agreed to immediately terminate his account and issue him a refund of $[redacted]. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. If he has any questions, he may contact that representative. 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]

March 28, 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: March 4, 2018                                                               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] explains that she is dissatisfied with the system and service. Ms. [redacted] further explains that there has been damage to her home. Ms. [redacted] requests that Vivint issue her a full refund and repair the damage.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account and fully refund her upon receipt of the equipment. A representative from Vivint has recently contacted Ms. [redacted] in an effort to schedule a system removal appointment, after which the damage from the installation would be assessed. Ms. [redacted] has indicated that she would like to have the damage assessed prior to scheduling a system removal appointment. As such, Vivint’s Home Damage Department has attempted to contact her via phone and email. Ms. [redacted] should correspond with Home Damage via email or phone so that a resolution can be reached.   Following the completion of the system removal, Ms. [redacted] will receive a full refund and her account will be cancelled.   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 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 3, 2013 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 that Vivint renew the agreement without her permission. Ms. [redacted] desires for the cancellation of the account without penalty and a partial refund of service payment made.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns.  Vivint’s records show that on June 3, 2013, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on January 6, 2016.  Ms. [redacted] represented that she was interested in extending the term of her agreement in exchange for a free upgraded panel.  Based upon this representation, Vivint offered a sixty (60) month extension to which Mr. [redacted] agreed. Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. However, Vivint never installed the agreed upon panel. After review of the renewal call, Vivint reverted the account to the original forty-two (42) month Agreement. This Agreement is not scheduled to end until December 3, 2016. Ms. [redacted] was still responsible for two additional monthly payments. Vivint received the total payoff of $99.98 on September 21, 2016. As such Vivint will close the account as paid in full today, September 30, 2016. 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 21, 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: January 25, 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 attempted to contact Ms. [redacted] via phone and email in an effort to resolve her concerns. Vivint advises Ms. [redacted] to contact this representative so that a resolution can be discussed.   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