Vivint Smart Home Security

June 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 18, 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 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]Chief Compliance Officer

September 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 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 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

April 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 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 to having equipment complications with his security system that have not been resolved. Mr. [redacted] further states that he has experienced poor customer services from Vivint representatives.  He desires cancellation of his agreement without penaltyVivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on July 25, 2016. Mr. [redacted] again called Vivint on August 28, 2016, in regards to his Vivint thermostat. Mr. [redacted]’s Vivint thermostat was rewired and testing showed the thermostat had been fixed. Vivint was not notified of any further equipment issues until recently.  A Vivint Field Service Professional was dispatched to Mr. [redacted]’s home on April 18, 2017, and replaced his Vivint thermostat. To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $80.99, which will cover one (1) month monitoring fee. 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 an additional 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Duane F[redacted] Vivint Account #: [redacted] Date of Agreement: July 07, 2015           To Whom It May Concern:I have reviewed the...

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

October 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A       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 cancelled the installation of a Vivint system, and that he has not received a refund of the monies he paid to Vivint.  Ms. [redacted] desires a refund of $407.99.  Vivint’s records indicate that a refund in the amount of $407.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted] on May 28, 2015. Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint.  If Mr. [redacted]’s records do not show the refund went through, Vivint requests Mr. [redacted] provide a bank statement or credit card statement, and Vivint will make the adjustment to Mr. [redacted]’s billing account. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

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]

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 waited until the deposit cleared before accepting the response. The deposit was made today. I hope to truly be finished with this and I hope Vivint will work on streamlining the Transfer Process, and ensure that no one else is double-billed on the same account. I'm pretty sure that's not legal and the amount of effort I had to put in to ameliorate it might make others give up in defeat.  Thank you Revdex.com for your mediation/intervention in this matter as clearly it was needed.
Sincerely,
[redacted]

September 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 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] 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

Complaint: [redacted]
I am rejecting this response because:
Hello,In my “desired action” for my complaint, I requested communication from Vivint. An email telling me that they credited my account does not resolve my concerns. My cameras are still offline, I’ve schedule several technicians to come out and fix the problem which they have not done, and I STILL cannot access my stored video footage which was the entire reason for contacting vivint in the first place. I still am requesting to speak with someone about my account and would not like the issue to be counted as resolved until that happens. Cordially, [redacted]
Sincerely,
[redacted]

August 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August...

13, 2010        Date of Addendum: August 12, 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]’s satisfaction, and she has no further obligation to Vivint.  She may contact Vivint’s representative directly if she has 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 28, 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 24, 2012                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, she explains that a payment was fraudulently taken from her account by Vivint in the month of March. Ms. [redacted] is requesting a refund of $49.99. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Although Vivint does have a 30-day policy that states the customer must send in a written notice of cancellation within 30 days before the requested cancellation date, Vivint has issued Ms. [redacted] a refund of $49.99 and she can expect this to appear back in her 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

September 1, 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 11, 2012           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with his thermostat and getting a technician to his home to fix the thermostat. Mr. [redacted] requests that his thermostat be fixed or cancellation of his account.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 is has been resolved to Mr. [redacted]’s satisfaction. A Vivint technician went to Mr. [redacted]’s home on August 24, 2016 and replaced his thermostat with a new one fixing the issue Mr. [redacted] was experiencing. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 30, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in the process of being resolved to Mr. [redacted]’s satisfaction. If Mr. [redacted] has any additional questions, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

September 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: August 23, 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 not informed of the need to obtain an alarm permit and he received a fine from his county for $300. Mr. [redacted] desires Vivint to reimburse him for the cost of the fine. Vivint agrees to cover half the cost of Mr. [redacted]’s fine provided Vivint receives a copy of his invoice for the fine. Mr. [redacted] may send his invoice to my agent at [redacted] and a reimbursement check of $150 will be sent to his home address. Vivint’s records indicate that Mr. [redacted] entered into his System Purchase and Services Agreement (“Agreement”) on August 23, 2016. By signing his Agreement Mr. [redacted] agreed to obtain an alarm permit if one is needed in his county (Section 12). Further, Mr. [redacted] agreed to pay for any fee charged by any government agency or third party (Section 10). Nevertheless, 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

September 23, 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 3, 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 attempted to put her account on hold and when she found out that the account was not put on hold that she was promised a refund for those months. Ms. [redacted] requests a refund of elven months of payment and cancelation without any fees. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint does not have any record of anyone trying to place the account on hold or of Ms. [redacted] being promised a refund. Due to these facts a refund or cancelation is not warranted. However, in an effort to assist Ms. [redacted] Vivint can put eleven months of credit on the account. This will not extend the contract. If Ms. [redacted] would like to move forward with this resolution of if she has any questions or concerns she can contact the representative who reached out to her 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

January 30, 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 21, 2011        To Whom It May Concern:In his rebuttal, Dr. [redacted] states that he has yet to receive his refund and in fact he was debited an additional service fee. Vivint’s records indicate that a refund in the amount of $52.34 is being sent back to the checking account on file. This refund was sent out on January 20, 2017. Due to bank procedures once a refund is initiated, refunds can take up to two weeks to reflect in the account. Although, Dr. [redacted] may not see the refund yet, Vivint’s records do show that a refund is issued. Additionally, Vivint does not show a second payment was taken other than the January 16th payments. Vivint believes that the January 18th Dr. [redacted] refers to in his rebuttal is in fact the January 16th payment. As Vivint initiated the payment, Vivint’s records show this as January 16th, but due to bank processing delays Dr. [redacted]’ bank account may reflect this payment as January 18th. If this is not the case, Vivint request a copy of Dr. [redacted]’ bank statement for January 2017 to confirm a second payment was taken. 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 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: January 20, 2015           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 has had issues with a door sensor and a technician not showing up for an appointment. Ms. [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty. Vivint believes this matter has been previously resolved. Ms. [redacted]’s Agreement was cancelled on June 9, 2016, and Ms. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Ms. [redacted] signed her Agreement on January 20, 2015 with an initial term length of forty-two (42) months. By signing her Agreement Ms. [redacted] agreed to pay a monthly monitoring fee of $53.99 plus any applicable taxes each month during that term. For the first one hundred and twenty (120) days of the Agreement term Vivint will replace any equipment free of charge. When Ms. [redacted] had a technician visit her home she was well outside of her one hundred and twenty (120) day replacement warranty and charging for a new sensor was the appropriate course of action. Nevertheless, as an effort of goodwill towards her situation, Vivint agreed to cancel her Agreement without penalty. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 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:  April 29, 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 he was visited by a Vivint sales representative in September 2016. During this visit, Mr. [redacted] states the sale representative agreed to install a door sensor, a motion detector and an outdoor camera at no cost to him. However the sales representative never returned or installed the equipment. Mr. [redacted] desires for the offered equipment to be installed.A representative form Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint rarely sends a sales representative to an existing customer’s homes after the installation of a system. On the rare occasion they do, Vivint will have records of which representatives are scheduled to visit customers. Vivint does not have any record of a sales representative scheduled to visit with existing customers in Mr. [redacted]’s area. Alternatively, Vivint can confirm offers made to its customers if Vivint is provided with either the sales representative’s name or badge ID number. Vivint asked Mr. [redacted] to provide this information but Vivint has yet to receive this information. As such, Vivint cannot confirm an offer was ever made to Mr. [redacted].Furthermore, Vivint has no written agreement with Mr. [redacted] to provide any of the above equipment. However, the equipment is available for purchase. If Mr. [redacted] wishes to add the equipment to his system, he may contact Vivint to purchase the additional equipment 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

October 12, 2015Revdex.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, 2015           To Whom It May Concern:I have...

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