Vivint Smart Home Security

August 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 23, 2016            To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that no one has called her about the damage done to her home. Ms. [redacted] wants the new damages covered. Vivint’s records indicate that the Claim Resolution department has been informed of the situation once again. A member of the Claim Resolution department will reach out to Ms. [redacted] soon to get this issue taken care of. 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

August 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael R[redacted]  Vivint Account #: [redacted]  Date of Agreement: July 22, 2015           To Whom It May...

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

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 in part.
Please review the estimate the representative left at my house at the time they provided the estimate of the service.  Vivint, perhaps this could be used to better train your door to door sales people.
Sincerely,
[redacted]

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]

December 1, 2017     Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: June 25, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint has no record of Mr. [redacted] being informed that Vivint would not be able to service his current address. However, although not warranted and considering Mr. [redacted]’s situation, Vivint will remove his account from collections. 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]

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

August 11, 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 7, 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] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately cancel her account and waive the past due balance of $215.96.   Vivint’s records show that on July 7, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on September 9, 2013.  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-two (42) 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-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 above information, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

June 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: October 25, 2013           To Whom It...

May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has experienced issues with the service. As such, Mr. [redacted] requests that his account be cancelled and all billing cease.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been cancelled and all billing has ceased. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December
14, 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]

March 16, 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 23, 2015                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, she is requesting cancelation of her account because she sent in her notice of cancelation within the time frame allowed on her new agreement. 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 cancel Ms. [redacted]’s agreement. 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 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

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 have verified that the 70.99 was credited to my account as of today.
Sincerely,
[redacted]

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 7, 2012          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 did not authorize a charge that was made in October 2015. Ms. [redacted] desires the cancellation of her account without penalty.   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 June 5, 2015.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month 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.   In Section 2.7 of Ms. [redacted]’s Agreement, it states, “I authorize Vivint or its assignee(s) to make electronic fund transfers from my bank account or charges to my credit card account in the amount identified above as my total monthly payment and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears, according to the terms above and the conditions of this agreement.” Vivint’s records indicate Ms. [redacted] requested her billing date be changed on September 29, 2015. As such, Ms. [redacted] was charged a prorated amount of the time between her original billing cycle date and her new billing cycle date. All charges invoiced are valid. However Vivint would like to assist Ms. [redacted]. Vivint has agreed to credit Ms. [redacted]’s account the prorated amount of $[redacted]. Should Ms. [redacted] still wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty 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]

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

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

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]

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

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]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael G[redacted] Vivint Account #:  [redacted] Date of Agreement: August 8, 2012           To Whom It May Concern:I have...

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