Vivint Smart Home Security

October 13, 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: July 23, 2009             Date of Addendum: August 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] explains that he does not recall extending the term of his agreement over the phone with Vivint for 60 months, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.   At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account.   Vivint’s records show that on July 23, 2009, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. Vivint spoke with Mr. [redacted] regarding his alarm service on August 3, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a sixty (60) 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 sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   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

November 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2015           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]

December
7, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

[redacted]            Vivint Account #: N/A             Date of
Agreement: N/ATo 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 has not received payment for the
roof repair. Mr. [redacted] desires the payment for the repair done on the roof. Vivint’s
records indicate that a check was overnighted on December 1, 2015 to [redacted], Kountze, TX 77625. If you have not received this check, you can
contact the Home Damage department at ###-###-####.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 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: May 20,...

2017           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] via email in an effort to resolve her concerns. Vivint confirms that Ms. [redacted] discussed cancellation of her Agreement shortly after installation of the system in her home.  As such, Vivint is willing to offer Ms. [redacted] cancellation with return of the equipment, or may discuss alternate resolutions at this time as Ms. [redacted] desires.  She may contact Vivint’s representative directly to discuss resolution of this matter.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: July 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 was misinformed about the re-installation of his previous alarm system. Mr. [redacted] desires an apology for the misinformation. It is true that Vivint does not install any other security provider’s equipment.  Vivint apologizes for any misinformation Mr. [redacted] may have received regarding the installation of his previous home 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]Chief Compliance Officer

May 8, 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: June 17, 2011           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she has been attempting to cancel her account since July 2014, and that she recently sent a notice of cancellation but that Vivint has still not cancelled her account.  Ms. [redacted] desires cancellation of her agreement without paying the $140.00 that her account is overdue. A representative from Vivint has contacted Ms. [redacted], in an effort to resolve this concern.  Vivint’s records show that Ms. [redacted] fulfilled the initial term of her agreement in January 2015.  Ms. [redacted] provided Vivint with a notice of cancellation on April 22, 2015, but had a past due balance on her account in the amount of $[redacted].  Vivint will forgive the past due balance and will cancel the account at this time, per Ms. [redacted]’s request.  Ms. [redacted] 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: [redacted], attention Department 160 – Legal. 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. 
Sincerely,
[redacted]

March 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: September 27,...

2012           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. She has no further obligation to Vivint and may expect a refund of her last payment back in her bank account in 7-10 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

September 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2008           To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that Vivint made no mention of reimbursement for monies she paid for service when her system was not working.Vivint’s records show that Ms. [redacted]’s alarm panel was responding to Vivint’s monthly tests until May 2015.  Ms. [redacted]’s signed Purchase and Services Agreement with Vivint states that it is the customer’s responsibility to test their system regularly and report any problems to Vivint (Section 12).  The alarm panel will show alerts when communication is lost, to assist the customer in knowing when there is a problem.  Vivint was not notified by Ms. [redacted] of any issues until August 31, 2015.Vivint calculates system downtime credit from the date Vivint was notified by the customer of the issue until the date the issue is repaired.  As such, downtime credit warranted in this case is $[redacted]; however, Vivint will send a refund to the billing address on file in the amount of $[redacted], to reimburse Ms. [redacted] for a month of service.  Ms. [redacted]’s agreement with Vivint has been cancelled and she 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 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: November 28, 2015             Date of Addendum: May 6, 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] explains that she previously agreed to the extension of her agreement and an equipment upgrade; however, she decided not to get the system upgrade. Ms. [redacted] requests the removal of the agreement extension.   At this time, Vivint is willing to remove the extension of Ms. [redacted]’s agreement. Ms. [redacted]’s term has been changed back to her initial forty-two (42) month agreement.   However, it should be noted that Vivint spoke with Ms. [redacted] regarding her alarm service on January 17, 2014.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-eight (48) month extension to which Ms. [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 forty- eight months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.                                                 Despite this information, Vivint agrees to the above 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

February 5, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  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. In her complaint, Ms. [redacted] alleges that she was misled by a Vivint representative regarding the term of her agreement, additionally she explains that she has experienced technical problems. Ms. [redacted] requests cancellation of her Agreement with no penalty.  Vivint’s records indicate that prior to the installation of any equipment, Mr. Michael [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 April 29, 2016. 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 $60.99 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. Eckoff’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   A Vivint technician visited Ms. [redacted]’s home on January 30th to replace and repair Vivint equipment. Ms. [redacted] has not contacted Vivint regarding technical issues since that date.Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time. Should she desire to cancel her account, her payoff amount would be $2317.62. In an effort to assist Ms. [redacted] Vivint is willing to reduce this amount by 40% to 1390.58. Alternately, Vivint is willing to reduce Ms. [redacted]’s monthly rate by $10. If she is interested in either of these offers Vivint recommends that she contact Vivint’s Customer Loyalty department at (800) 216-5232 ext. 5020. 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]

September 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 4, 2010           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that she had never extended her contract and should not have paid a penalty fee for cancelling her service with Vivint. Ms. [redacted] desires a refund of $1049.79. Vivint’s records indicate that on September 20, 2013 Ms. [redacted] did extend her contract for an additional forty-two (42) months. This phone conversation is saved and can be reviewed with Ms. [redacted]. If Ms. [redacted] desires she may call into Vivint’s Customer Loyalty department to review the recorded phone extension at ###-###-#### between the hours of 8:00am to 5:00pm MST, Monday through Friday.Further on April 23, 2015 Ms. [redacted] called in to inquire about cancelation, at that time Ms. [redacted] also represented that she had a door to door sales representative from another home security company sign her up for another security service. Vivint is not responsible for a competitors actions and the payoff amount for the Vivint contract should have been paid by the other alarm company to gain Ms. [redacted]s business. At this time a refund for the payoff amount is not warranted. 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]

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]

March 15, 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: June 15, 2010             Date of Addendum: June 28, 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] requests that Vivint release him from his contract.   At this time, Vivint is willing to cancel Mr. [redacted]’s account.   However, Vivint spoke with Mr. [redacted] regarding his alarm service on June 28, 2017.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  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.   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

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.
Thank you very much for your assistance
Sincerely,
[redacted]

March 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 1, 2016           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] account has been cancelled as requested and $172.92 has been refunded to the card on file. Vivint apologizes for any inconvenience. 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

June 6, 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 8, 2015To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the...

opportunity to respond. In her complaint, Ms. [redacted] states that Vivint informed her that in the case of a move, she could have the system reinstalled at her new address and the new tenants could keep the previous system. She is requesting a brand new system be installed at her new address, free of charge, with no contract renewal, as well as lower monthly payments. At this time, Ms. [redacted] may either retrieve the system from her old address and have it reinstalled with no contract renewal, transfer her account and the payments to her tenants and leave the system in the old address, renew her contract in exchange for a new system, or purchase the new equipment outright.    Vivint’s records show that on June 8, 2015, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  By signing this Agreement, Ms. [redacted] represented that she understood and accepted Vivint’s terms. Upon installation, Vivint provided Ms. [redacted] over $1,300.00 worth of Vivint equipment and additional equipment is available for purchase. In the event of a move, Vivint’s policy is to pull the equipment from the old location and then reinstall it at the new location. Any cosmetic damage done to the wall is the customer’s sole responsibility, and they are responsible for the transfer of any equipment provided to them. In resolution to this matter, Vivint agrees to the above offers. Replacement of Ms. [redacted]’s functioning equipment at Vivint’s expense is not currently warranted. Ms. [redacted] may contact Vivint’s representatives to take advantage of any of the above offers.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.
Will refine if account is not canceled or refund is not given to me. As of now account has not been canceled and no refund has been submitted to my bank account.
Sincerely,
[redacted]

October 21, 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 27, 2016        To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she does not find Vivint’s previous explanation of what happened in regards to her billing acceptable, and has further questions in regards to this explanation. Ms. [redacted] is requesting the cancellation of her account without penalty. Vivint maintain is stance in regard to Ms. [redacted]’s account. The previous account has been closed and payments have been refunded by mail to Ms. [redacted]. In addition, Ms. [redacted]’s active account has been brought current. Vivint has included with their response a trial balance of all the payments received by Vivint for the previous account under S-4075202 after the takeover took place for clarification. Cancellation of the account is not warranted at this time.   Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $2828.59, however Vivint will take 40% off the payoff amount, bringing it to $1697.15. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232. 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 trusted vivint with the safety of my home and was let down severely  during that period. I was disregarded by numerous phone reps. All in addition to having to  babysit their sales rep who came to my house un anoinced twice, was very unprofessional and makes me more so fearful of the safety of my home. As I stated in my complaint when I called to resolve the issue with the sales representative, he then called my cell phone, cursed me out when I hung up on him he still continued to harass me because he got in trouble. The company was not secure with my personal information, and they are responsible for the sales representative who on top of everything else gave my information as well as detailed information about my specific security package all with out my consent. If Vivint wants to loose whatever credibility they have left then I can continue this case with the courts.
Sincerely,
[redacted]