Vivint Smart Home Security

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

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 am beyond pleased with the outcome.  It concerns me that I had to go through such lengths to have the matter resolved, but Vivint took the time to listen to my concerns and fair proposals and SUPERCEDED my expectations.  I felt Vivint was the best before this issue and feel they have restored that faith with the settlement.  Thank you.
Sincerely,
[redacted]

January 25, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, 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. 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:
 Please be aware that the company vivint has not had open communication with me in this time frame. I do not approve of this complaint being closed. This is still an ongoing complaint. I am still fighting with this company. Just today a guy called me back from vivint, he said he will give me 1 free month to try the system and see if their security system will actually work.Again, I am not satisfied with this company, this claim is not satisfied, DO NOT CLOSE THIS COMPLAINT, please. I am not satisfied with this result, as the company would not communicate or contact me In the time frame given by the Revdex.com. Please let me know what else I need to do.Thank you
Sincerely,
[redacted]

August 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 16, 2012           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 contacted Vivint on July 31, 2017 to cancel services. Mr. [redacted] was informed that pursuant to his Agreement he was required to send a written Notice of Cancellation and that following the receipt of this notice his account would be billed for a final month. Mr. [redacted] stated that he believes this policy is unacceptable and requests immediate cancellation of his Agreement with no further payments. Mr. [redacted]’s account has been cancelled as requested. He has no further contractual obligation to Vivint.Vivint records indicate that Mr. [redacted] did telephone Vivint on July 31, 2017 in an attempt to cancel services and that his written Notice of Cancellation was received that same day. Pursuant to the Agreement which Mr. [redacted] signed his Agreement would be cancelled 30 days following the receipt of this written Notice and any payments which occur during that time would be valid.Despite this information Mr. [redacted]’s Agreement has been cancelled as previously stated.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]

July 14, 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: July 5, 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 had paid for a secondary panel; however, Vivint upgraded her system and replaced that panel with a different key pad. Ms. [redacted] requests a credit of $120.00 to cover the difference of the value between the panels.   Vivint has credited Ms. [redacted]’s account in the amount of $120.00. Ms. [redacted] is not required to sign a new agreement. Vivint apologizes for any undue delay or inconvenience.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

June 6, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: March 13, 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 representative and Ms. [redacted] have agreed upon a 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

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

July 5, 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 5, 2012           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 has had issues with canceling the account Ms. [redacted] desires her account to be canceled.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 account has already been canceled. Ms. [redacted] no longer has any obligations to Vivint. Ms. [redacted] may contact Vivint’s representative directly if she 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

May 2, 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 16, 2016             To Whom It May Concern: I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s rebuttal, she explains that this response is what she received before and is worried that when she accepts this deal that Vivint will start charging her again for services. As such, Ms. [redacted] requests that Vivint contact her stating that they will not bill her and allow her to continue to use her cameras.A representative from Vivint has recently attempted to contact Ms. [redacted] via email 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 billing has stopped and she has complete access to her camera services. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she 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

April 22, 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: August 17, 2011           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 requested cancellation of his account prior to the end of his initial term, and that Vivint continues to bill him for service. Mr. [redacted] desires a refund of the monies he has paid to Vivint in March and April, and for his account to be cancelled. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on August 17, 2011, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Ms. [redacted] on March 24, 2015, and her account was invoiced for the last month of service on April 1, 2015.  A representative from Vivint has contacted Ms. [redacted], in an effort to resolve these concerns.  Ms. [redacted]’s account has been cancelled, and she has no further obligation to Vivint.  In an effort to assist Mr. [redacted], a check in the amount of $[redacted] is being sent to the mailing address on file, to refund the last month’s payment. 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]

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]

September 20, 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...

10, 2016           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction.  An appointment is scheduled for removal of Vivint’s equipment on September 29, 2016.  Following that appointment, Ms. [redacted] will have no further obligation to Vivint and will receive a refund of her first payment and her most recent payment.  If Ms. [redacted] has any further questions or concerns in this matter, 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 is satisfactory to me.
The representative from Vivint, Samantha L[redacted], Legal Assistant for Vivint, informed me, via phone conversation on 11/21/17, that my contractual obligation to Vivint was closed and monetary obligations were also terminated.
Sincerely,
[redacted]

September 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: July 26, 2013            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 been in contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint has agreed to install extra equipment onto his system on October 3, 2015.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]

July 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, 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] states that she has had equipment complications with her security system that have not been resolved Ms. [redacted] desires cancellation of her Vivint Agreement without penaltyVivint stands by its previous resolution. Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge.  Additionally, Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232. I apologize for any misunderstanding. 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:  Vivint was fully aware of my cancellation.  I called and notified, if the representatives did not make note when we talked that is totally their fault and not mine.  I did what I was supposed to do.  I have been calling this company for the past several years. Vivint has taken money from me without my authorization for the past several years.  Each time I called I was told it was cancelled and the payments would stop, yet they continued to take my money.  They would keep me on the phone for up to an hour or longer.  They would transfer me to one rep and then another and I would be on hold for up to 10-15 minutes, they would check in to see if I was still holding.  When I would say yes they would say please hold we are trying to resolve the matter I would say that's fine.  I would like for them to pay me my money.  I have attached my bank account, showing the money being deducted monthly. I would like my money back, please.  I am not asking for a million dollars, I am just asking for what the company has withdrawn from my account, nothing more and nothing less.   We are talking about over $1,000.00. I think they would do the same too.  I am only requesting what is fair and right.  It's about the ethics and respect.  I feel Vivnt has shown lack of respect to me and my family from taking the money.  This is money I could have used for my children.  I am a working citizen, who, like every American lives pay check to pay check.  So, 44.99 a month times two years adds up.   Thank you for your time.
Sincerely,
[redacted]

August 14, 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 2, 2009                                                               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 her account was supposed to be cancelled; however, her account continues to be charged.   Vivint’s records indicate that Ms. [redacted]’s account has been cancelled and she has been refunded the amount of $79.98. Vivint apologizes for any undue delay or inconvenience this may have caused.   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 13, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]             Vivint Account #: [redacted]              Date of Agreement: May 11, 2013                                                        To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint is unable to remove her account from collections as it has been sold. Ms. [redacted] must settle the balance of her account with this outside collections agency at this time.   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] Thank you.