Vivint Smart Home Security

December 2, 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 21, 2011             Date of Addendum: November 11, 2014                                         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 an individual had agreed to take over her account; however, the takeover was unsuccessful and her account was not cancelled. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on November 11, 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-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.   Further, pursuant to the agreement document, Ms. [redacted] is fully responsible for seeing through the takeover process.   Despite the information mentioned, 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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

July 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 2012           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 attempted to contact Mr. [redacted] in an effort to resolve his concerns but has been unable to get a hold of him. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction and that his account was cancelled on July 6, 2016. Mr. [redacted] no longer has an obligation to Vivint and may contact a Vivint representative if he has any further questions. 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

April 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 9, 2012 Date of Addendum: March 3, 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. Ms. [redacted]’s service 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 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 has been experiencing equipment concerns that have not been resolved by Vivint. Ms. [redacted] further alleges the sales representative offered a doorbell camera at the time of sales, and this offer has not been fulfilled. Ms. [redacted] desires the cancellation of her agreement without penalty.  Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on July 8, 2014. 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 $[redacted] 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. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.    Vivint has no record of an offer of a doorbell camera for Ms. [redacted]’s account. If Ms. [redacted] wishes to add a doorbell camera to her account, she may contact Vivint’s Customer Care department at ###-###-#### and purchase the device. Vivint’s records further indicate that a Vivint Field Service Professional was dispatched to Ms. [redacted]’s home on October 24, 2015 and was able to resolve Ms. [redacted]’s equipment concerns.Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 40% 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]

Complaint: [redacted]
I am rejecting this response because: I just feel from a customer standpoint that this company is not hearing me concerning I just built the house and I don't think that its  fair for me to continue building a house after the damage was done I just closed on the house October 13th and all the damages came on October the 24th my new home wasn't even a month old that I had built. Now I out hustle all over again with a tough work schedule I wish I had known. Don't believe everything you see on the TV that's what I'm beginning to believe now. Now I gotta be happy with the product and damage for the next two years. I don't think service should be a gamble or product when it comes down to your dream home. All I wanted was my new door like it was before and a have it contracted out to be installed.
Sincerely,
[redacted]

August 31, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complaint: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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] states that she sent in a notice of cancellation on July 18, 2016. Ms. [redacted] further states that she made a payment of $49.99 on July 15, 2016 and August 15, 2016 when she was promised a $25.00 credit on her account to pay towards her August 15th payment. Ms. [redacted] does not recall her System Purchase and Service Agreement (“Agreement”) stating that Vivint Inc. (“Vivint”) requires a written notice 30 days prior to cancellation. Ms. [redacted] is requesting her account to be cancelled, a copy of her original Agreement and to be refunded $25.00. Vivint’s records show that as of August 22, 2016 Ms. [redacted]’s account has been cancelled. On August 25, 2016 a refund check of $25.00 was issued and should arrive in the next 7-10 business days. Ms. [redacted]’s original Agreement was emailed on August 31, 2016 to the email address on file.Section 2.4 of Ms. [redacted]’s original Agreement states:The original term of this Agreement starts on the day this Agreement is signed and continues for forty-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. Vivint believes this matter has been resolved. Should Ms. [redacted] have any further questions she may contact the legal assistant who has been in contact with her. Vivint apologizes for any inconvenience or hardship caused 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: June 12, 2016           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal Ms. [redacted] states that she cannot afford $767.88 for a service she is not using. Ms. [redacted] desires Vivint to lower her System Purchase and Services Agreement (“Agreement”) purchase amount. In a final goodwill effort Vivint agrees to cancel Ms. [redacted]’s Agreement for a discounted Agreement purchase amount of $500. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on June 12, 2014. By signing her Agreement Ms. [redacted] agreed to pay Vivint a monthly monitoring fee of $63.99 plus any applicable taxes each month for an initial term length of forty-two (42) months. Vivint offers its customers numerous options to cancel an Agreement or to move the services to another residence when needed. Vivint relies on its customers to finish the agreed upon term length regardless of the current use of a system. Nevertheless, Vivint agrees to the above resolution. Should Ms. [redacted] desire to take advantage of this offer she may contact my agent at [email protected] or via phone at 801.222.5875 so payment arrangements can be made.     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 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: June 21, 2016           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 the service. As such, Mr. [redacted] requests that his account with Vivint be canceled.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. 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

August 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 14,...

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 he had a negative experience with the installation of his system and that Vivint has not been able to resolve his issues or install all of the promised equipment. Mr. [redacted] further states that his home was damaged as a result of the installation and removal of Vivint’s equipment.  Mr. [redacted] desires a refund of all monies paid and for Vivint to repair the damages to his home. Vivint’s records show that Mr. [redacted]’s Agreement has been cancelled and he has no further contractual obligation to Vivint.  Vivint removed its equipment from Mr. [redacted]’s home on August 12, 2017 and a check in the amount of $49.99 is being sent to the mailing address on file, to refund Mr. [redacted]’s payment.  Mr. [redacted] may expect the check in the mail in 7-10 days.  A representative from Vivint’s Claim Resolution team has contacted Mr. [redacted] to address the damages to his home, and he may contact this representative in regards to his claim.    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: of course their records would say that. I had to keep calling to complain how important it was to fix the thermostat. Turns out the last technician broke the original. The only reason they came out because I kept calling. If not they will have waited until the 22nd. So they offered to replace it. They said it would be cheaper for them to give one then have them pay for another technician to replace the old one through the original company. Now the thermostat will have to stay here at this house when I move. 
Sincerely,
[redacted]

December 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 20, 2014          To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he was not satisfied with the installation of his system because of false alarms, and that Vivint has refused to send technicians to his home to repair the equipment. Mr. [redacted] further alleges he was going to be charge a service fee when he requested a technician to fix the Vivint system, but when he got angry about the service fee Vivint agreed to waive it. Mr. [redacted] desires the cancellation of his Agreement without penalty.  Vivint’s records indicate that following the installation of the equipment, Mr. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mr. [redacted] completed the required Post-Installation Survey on December 20, 2014. During the recorded Post-Installation Survey, Mr. [redacted] represented that he was satisfied with the installation of his system.  In addition, Mr. [redacted]’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that he may request a service visit (Sections 5, 13).  Further, Mr. [redacted] agreed to be charged a service fee if a field service professional needed to be dispatched to his home (Section 5). Vivint records further indicate Mr. [redacted] first notified Vivint of a technical concern with his equipment on October 3, 2015 and requested a service visit. When Mr. [redacted] was informed about the service fee, Mr. [redacted] requested cancellation of the account. A Vivint representative agreed to waive the service fee for Mr. [redacted], and an appointment was scheduled on October 5, 2015. During this service appointment, a Vivint field service professional replace power supply on a sensor and that resolved the concern.Cancellation without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on her account – currently $[redacted]; however Vivint will take 40% off the payoff amount, bringing it to $[redacted]. Alternatively, should Mr. [redacted] wish to continue services, Vivint is willing to waive the service fee and offer a free service visit to resolve any additional technical concerns Mr. [redacted] may have. If Mr. [redacted] wishes to take advantage of either offer, I would advise him 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]

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]

February 2, 2016Revdex.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 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]

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, 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] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If Ms. [redacted] requires any further assistance, she may contact Vivint’s representative directly.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution barely satisfactory.  I am accepting this resolution in hopes that they will do the right thing and actually show up and complete the work I mentioned in my complaint.  Yes, we have an appointment for January 16, 2017, however part of my complaint was that Vivint failed to show up to the last TWO appointments.  So, this case may be reopened if the January 16, 2017 appointment isn't completed on time. 
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]

June 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 20, 2016To 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 did not sign a forty-two (42) month contract with Vivint. She is requesting immediate cancellation without penalty.At this time, cancellation without penalty is not warranted. If Ms. [redacted] would like to buyout the remainder of her contract or arrange an account takeover, she may contact Vivint’s representatives for assistance.   Vivint’s records show that on September 20, 2016, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. By signing this contract, Ms, [redacted] represented that she understood and accepted the terms. In addition to signing a contract with the term length outlined, Vivint has record of Ms. [redacted] completing the mandatory Pre-Install survey that Vivint requires of all customers prior to entering into an agreement with them. The term length of 42 months is outlined in this call and Ms. [redacted] represented that she understood and accepted it. Due to the above statements, cancellation has not been approved.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 18, 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 21, 2007 Date of Addendum: December 17, 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 had issues with her equipment that led to multiple false alarms and false alarm fees from her city. Ms. [redacted] desires compensation from Vivint in the amount of $1,175.00, to be sent to her city for these fees. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on June 21, 2007, in which she agreed that she would be responsible for any false alarm fees charged by an outside agency (Section 10, System Purchase and Services Agreement), and that Vivint could not warrant equipment installed by another alarm company.  This Agreement was renewed and extended by Ms. [redacted] most recently on December 17, 2014.After review of the alarm events in question, Vivint’s records show that the alarms were triggered by sensors previously existing in the home and not installed by Vivint.  Pursuant to the signed Agreement, compensation for any false alarm fees charged to Ms. [redacted] by a third party is not warranted.  Vivint offered a service visit to replace these sensors at no cost on November 25, 2015; however, this visit was not completed.  A representative from Vivint has attempted to contact Ms. [redacted], in an effort to resolve these concerns.  To assist Ms. [redacted] at this time, Vivint is willing to either cancel her Agreement without penalty as she has recently requested, or apply a credit to her Vivint account to cover four (4) months of service.  Vivint also remains willing to replace Ms. [redacted]’s third party sensors at no cost to her.  If Ms. [redacted] would like to accept one of these offers, she may contact Vivint’s representative directly, or she may call Vivint’s Customer Care 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
Alicia ***

August 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:...

October 16, 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 she was misled by Vivint’s sales representative regarding the term length of her System Purchase and Services Agreement (“Agreement”) and Vivint’s procedures in the event of a move.  Ms. [redacted] has moved and is still paying for service.  She desires cancellation of the Agreement without penalty.  At this time, Vivint will waive the remaining seven (7) months of Ms. [redacted]’s Agreement and cancel the account, effective immediately.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 October 11, 2013. 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 $49.99 each month during that term.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Although cancellation of the Agreement is not warranted at this time, Vivint has waived the remaining months in an effort to assist Ms. [redacted].  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]Chief Compliance Officer