Vivint Smart Home Security

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: William J[redacted] Vivint Account #: [redacted] Date of Agreement:  June 22, 2011 To Whom It May Concern: I have reviewed the information provided by...

Mr. William J[redacted] and appreciate the opportunity to respond. In his complaint, Mr. J[redacted] alleges that he was extended an upgrade offer that was not honored at a later time. Mr. J[redacted] desires the original offer to be fulfilled, otherwise he desires the Agreement to be cancelled. A representative from Vivint has recently contacted Mr. J[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Mr. J[redacted]’s satisfaction.Should 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]

March 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 6, 2017           To Whom It May Concern:I have reviewed the...

information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. It has been agreed upon that the account will be cancelled effective immediately. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:I have reviewed our account with Wells Fargo and there is no refund from Vivint. We are happy to grant Wells Fargo permission to verify this information as we have already filed a fraudulent charge complaint with them and they have agreed to contact Vivint on our behalf as well. At this time, if Vivint cannot provide a refund directly into our account, they should provide a checkthat can be mailed and tracked. 
Sincerely,
[redacted]

February 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, 2015           To Whom It May Concern:In her rebuttal, Ms. [redacted] states after Vivint reached out to her an offered the cancellation of the account, she noticed the she was charged her monthly monitoring fee the day prior. Ms. [redacted] further states that when she called in to request a refund of the charge, she was unable to get assistance. Ms. [redacted] request a refund of her service fee for the time her door lock was malfunctioning.  After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. A refund of her monthly service fee was sent back to the checking account on file on February 23, 2016. In an effort to resolve this matter, Vivint will process an additional refund of $[redacted]. This refund is equal to two months of Ms. [redacted]’s service fee. 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]

September 28, 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: April 26, 2016                                                   To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has sent Ms. [redacted] a copy of the Pre-Installation phone call via email.   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 21, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  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. Vivint’s records indicate that a refund in the amount of $24.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted]. I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 1, 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] alleges that after the removal of the Vivint security equipment some wires were left exposed that could potentially result in a fire. Mr. [redacted] desires Vivint to cover the cost of an electrician to repair the exposed wires. Vivint’s records indicate that Vivint has contacted [redacted] service to schedule a time for the repair of the exposed wires. A technician from [redacted] Service should be contacting Mr. [redacted] to schedule a time to make the necessary repairs. I would advise Mr. [redacted] to call into Vivint’s Home Damage department or into [redacted] Service for an update on an 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: ###-###-####, 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 ***

May 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: May 16, 2017           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that $1.050 has been approved to repair Mr. [redacted]’s home. Vivint’s records further indicate that Vivint’s Customer Care Home Damage department is waiting for Mr. [redacted] to send in the additional estimates for the repairs needed in his home. Mr. [redacted] may contact Vivint’s representative if he 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]

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]

December 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant:  [redacted]       Vivint Account #: [redacted]       Date of...

Agreement:  May 25, 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 Vivint continues to charge him for equipment he no longer has, and that he was lied to at the time of sale.  Mr. [redacted] desires a full refund of monies paid and removal of the Vivint system from his home.  A representative from Vivint has contacted Mr. [redacted] via email in an effort to resolve this matter.  Mr. [redacted]’s equipment loan was reduced and a new copy was sent to him on December 1, 2017.  In addition, Vivint is willing to cancel Mr. [redacted]’s service and further reduce his equipment loan by 30% if he still desires to cancel.Vivint’s records indicate that Mr. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to a monthly services fee of $54.11 and a monthly payment of $44.21 toward the equipment loan, for a total monthly fee of $98.32. He also represented that he understood the initial term of the service Agreement and equipment loan would be sixty (60) months, and that Vivint’s sales representative did not make any promises which were not written on the Agreement. Mr. [redacted] requested a downgrade of his system shortly after installation to reduce his monthly costs, and Vivint agreed.  However, it took a few months to have the loan paperwork from Citizens Bank changed, and Vivint applied credit to Mr. [redacted]’s account to offset the extra amount he was being charged.Although cancellation of the Agreement and equipment loan are not warranted at this time, Vivint agrees to the above resolution.  If Mr. [redacted] still wishes to cancel his service Agreement, Vivint is willing to cancel it without penalty.  In addition, Vivint will reduce the payoff balance of Mr. [redacted]’s equipment loan by 30%, bringing it from $1,001.34 to $700.94.  Mr. [redacted] may contact Vivint’s representative directly to accept these 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

February 23, 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: August 15, 2014                                                              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 has been experiencing technical issues with his system. Mr. [redacted] desires cancellation of his account without penalty. Vivint only has record of Mr. [redacted] having low battery signals in March 2015. It is indicated on his account that those issues were fixed at that time. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. It was stated by Mr. [redacted] that he has experienced issues with his door locks from the beginning and they have not been fixed. He is very unsatisfied with the service. In an effort to assist Mr. [redacted], Vivint offered to either send out another technician at no cost or cancel his account without penalty. Mr. [redacted] chose to cancel his account. Vivint has cancelled his account and has waived the past due balance. Mr. [redacted] no longer has any obligation to Vivint. Vivint’s records indicate that this matter has been resolved to Mr. [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]

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]

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: July 3, 2013                         To Whom It May Concern: In his rebuttal, Mr. [redacted] alleges that he has an issue with Vivint’s customer service and with the amount of time he has to wait for a service call.  Mr. [redacted] alleges that he called Vivint and the customer service representative was unable to resolve his issue.  Mr. [redacted] further alleges that he had a service visit scheduled but that nobody arrived during that time.  Mr. [redacted] desires cancellation of his agreement without penalty. Vivint’s records show that Mr. [redacted] notified Vivint of his current concerns on April 24, 2015, and when troubleshooting did not resolve the issue, a service visit was offered.  The soonest appointment available was on May 30, 2015, and Mr. [redacted] indicated that he would call back to see about finding a sooner appointment.  Mr. [redacted] called Vivint again on April 27, 2015, and he was again offered the soonest appointment of May 30, 2015, with an arrival window between 8:00am and 11:00am.  Mr. [redacted] accepted this appointment, and it was scheduled.A representative from Vivint has recently attempted to contact Mr. [redacted], and has advised him to call or email back with his availability if he would like Vivint to attempt to find a sooner appointment.  Ms. [redacted]’s signed Purchase and Services Agreement states that, upon notification of a problem with the system, Vivint will provide service as soon as possible during normal business hours (Section 5).  Vivint is providing service as requested by Mr. [redacted], and has attempted to reach him to find more acceptable appointments.  Cancellation of the Agreement without penalty is not warranted at this time.Vivint applied a credit to Mr. [redacted]’s billing account to cover one month of service, as he has stated that he will be without complete service for a month.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

May 24, 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 9, 2014           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]’s account has been canceled and has been removed from collections. Mr. [redacted] may contact Vivint’s representative 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

November 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: November 19, 2010            Date of Addendum:...

January 12, 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 attempted to cancel her account, but Vivint denied this request stating she has an extended term with Vivint. Ms. [redacted] does not recall extending her agreement at any time. She desires cancellation of the agreement without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account.  Vivint’s records show that on November 19, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding the alarm service on January 12, 2015. Ms. [redacted] represented that she was interested in ta[redacted] over the Agreement from her late husband and extending the term of the 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, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint. She may contact Vivint’s representative 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

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]

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

September 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: September 9, 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] states that he did not sign his Agreement and that Vivint’s sales representative informed his wife that the System Purchase and Services Agreement (“Agreement”) had a term length of two years when the Agreement has a term length of sixty (60) months. Mr. [redacted] desires cancellation without penalty. Vivint agrees to review Mr. [redacted]’s Agreement for a forgery of his signature. In order for Vivint to review this matter further Vivint must receive a copy of Mr. [redacted]’s driver’s license or a notarized signature so Vivint may conduct its investigation. I would advise Mr. [redacted] to send this documentation to my agent at [redacted] so the review process can begin. 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 September 9, 2014. 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 service fee of $69.99 plus any applicable taxes 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. Nevertheless Vivint agrees to the above resolution and will review the matter upon receipt of documentation from Mr. [redacted]. 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 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 2, 2017        To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that a refund in the amount of $213.00 is being sent back to Ms. [redacted] in the form of a check. 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