Vivint Smart Home Security

March 8, 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 14, 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 representative and Mr. [redacted] have agreed upon a resolution. Mr. [redacted] was emailed the cancelation confirmation. 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 2, 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 30, 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 her alarm went off and she was not notified. She called in to very why the alarm did not go off and was told it was a lost communication. Ms. [redacted] is requesting cancellation of her services without penalty.   Vivint’s records show that Ms. [redacted]’s system was fixed on August 29, 2016. Vivint will apply a two (2) month credit towards Ms. [redacted]’s account to cover the time she was without service.Vivint’s records indicate that Ms. [redacted] signed her System Purchase and Service Agreement (“Agreement”) on April 30, 2014. By signing her Agreement, she understood and agreed to the following: Section 4: “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.”Section 12: “You will test the system’s protective devices and send test signals to the Center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify us.”Due the information above, cancellation without penalty is not warranted. Should Ms. [redacted] wish to cancel her Agreement prematurely, her payoff amount would be $1025.81; however, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 50%, bringing the total payoff amount to $512.90. If Ms. [redacted] would like to take advantage of this offer I would advise her to contact a Legal Assistant 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]Chief Compliance Officer

January 23, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A 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. In her complaint, Ms. [redacted] states that she was pressured by a Vivint representative, who misrepresented the terms of her Agreement Ms. [redacted] desires cancellation of her Agreement without penalty.Unfortunately, we are unable to find the Vivint account in question with the information given by Ms. [redacted].  A Vivint representative has attempted to call Ms. [redacted] at the number provided but was informed that it was an incorrect number. Vivint requests that Ms. [redacted] contact this Vivint representative by phone at (801) 222-5875 to provide additional information to locate her account.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]

May 11, 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: June 5, 2010        Date of Addendum: January 27,...

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 thought she had cancelled her agreement with Vivint upon moving out of her home.  Ms. [redacted] recently noticed that Vivint has been withdrawing payments from her bank account since August 2014, and this has caused fees from her bank.  Ms. [redacted] desires cancellation of her agreement without penalty, a refund of payments made since August 2014, and a refund of $25.00 she paid to her bank to stop payments.Vivint’s records show that on June 5, 2010, 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 27, 2014.  Ms. [redacted] represented that she was interested in cancelling her current agreement and resuming service after six (6) months, as her home was being torn down.  Based upon this representation, Vivint offered a forty-two (42) month extension of Ms. [redacted]’s agreement in exchange for six (6) free months of service and a free installation of a new system in her new home.  Ms. [redacted] agreed to this arrangement.  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. Ms. [redacted] was not charged for service for the next six (6) months, as agreed.  Billing resumed in August 2014, but Ms. [redacted] did not contact Vivint to initiate the installation of her new system.  A representative has recently contacted Ms. [redacted], in an effort to resolve this matter.  To assist Ms. [redacted], Vivint has agreed to cancel the extended Agreement, and will refund two (2) monthly payments, in the amount of $[redacted].  A check is being sent to the mailing address on file to fulfill this refund.  Ms. [redacted] has no further obligation to Vivint.  No further refund is warranted.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]

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]

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.
Yes.  I haven’t written an official response yet because the complaint against the company is worrisome.  Why did I have to go to such trouble to get the issue resolved?  I am convinced if I hadn’t made so much noise the issue would still be outstanding.  I also believe there should be a serious reduction in the service fee from the beginning through October. I think the guy took off $15 for one month but that is an insult, and hardly compensates me for my time and trouble and is hardly significant to Vivint. .  [redacted]
Sincerely,
[redacted]

July 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: February 20, 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 the system was not correctly installed, and the system as a whole has not worked since the initial installation. Mr. [redacted] desires for the account to be cancelled with no penalty.A representative from Vivint recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time Vivint is willing to cancel Mr. [redacted]’s account without penalty provided he return the equipment which was installed in his home.  Vivint records indicate that the most recent technician to Visit Mr. [redacted]’s home indicated that the system was functioning properly when he left the home. Vivint is able to provide continued technical and service support.Despite the above information, in resolution to this matter, Vivint agrees to the above resolution. Mr. [redacted]’s Agreement will be cancelled once the equipment has been removed and he will have no further contractual obligation to Vivint. Mr. [redacted] may contact Vivint’s Customer Loyalty department by phone at 1-800-216-5232 to arrange for the removal of the equipment and cancellation of the system. 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 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

December 10, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]           Complainant: [redacted]            Vivint Account #: [redacted]   ...

       Date of Agreement: August 7, 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 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 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2014           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. 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. However, a refund is not warranted. 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 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]Vivint Account #: [redacted]Date of Agreement: February 23, 2015          To Whom It May Concern:I have...

reviewed the information provided by [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had many technical errors with the Vivint system and has experienced extended delays when it comes to scheduling a technician. Mr. [redacted] desires cancellation of the Agreement without penalty due to his system not properly protecting his home and family.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns. Vivint would like to extend an offer to have a technician thoroughly inspect his Vivint system. Additionally, Vivint has agreed to apply a credit equal to two (2) months of Mr. [redacted]’s service fee. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on February 24, 2017, and Vivint’s Scheduling department found an appointment for March 3, 2017; however, Mr. [redacted] declined this appointment.  Vivint believes repair rather than cancellation is the proper course of action. Mr. [redacted] may contact Vivint’s representative to schedule an appointmentIf 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

November 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 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. At this time, Vivint has cancelled the account and submitted a refund of $121.98 as the customer requested. If Mr. [redacted] has any further questions or concerns, he may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 29, 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 28,...

2016                         To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had complications with her security system and has had to call Vivint to resolve, but that Vivint has not been very helpful.  Specifically, Ms. [redacted] states that she has had no luck in getting a secondary keypad and her door lock went through batteries after 2 weeks.  She desires better service from Vivint. To assist Ms. [redacted] at this time, Vivint has applied a credit to her billing account in the amount of $131.98, which will clear the past due balance on her account.  Vivint hopes that this will assist in the purchase of batteries for Ms. [redacted]’s door lock and in the purchase of the secondary keypad she desires.Vivint’s records show that Ms. [redacted] has spoken to Vivint representatives about the possibility of a secondary keypad for her alarm system, but has not scheduled an appointment to have one installed.  The cost of the secondary keypad Vivint has available for Ms. [redacted]’s panel is $60.00.  She may contact Vivint at 1-800-216-5232 to schedule an appointment to have the panel installed.  Ms. [redacted]’s signed Agreement states that it is the customer’s responsibility to purchase any batteries needed for the system devices (Section 12); however, Vivint has applied a generous credit to Ms. [redacted]’s account to assist her with the purchase of batteries and the secondary keypad.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]

February 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 9, 2015           To Whom It May Concern:In his rebuttal, Mr. [redacted] alleged he has not been updated regarding his concerns. Mr. [redacted] desires the cancellation of the account without penalty.   Vivint apologizes for a typo that occurred with Mr. [redacted]’s name in Vivint’s previous response. According to Vivint’s records, on February 8, 2016 Vivint contacted the HVAC company in question and was able to finalize the payment of their services. If Mr. [redacted] has any additional questions, he may contact the representative he has been working with directly. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of this 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]

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]

March 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 14, 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 Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] has returned the equipment which was installed in his home and Vivint has agreed to cancel the Agreement as requested. 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

May 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 2, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  Vivint’s records indicate that a refund in the amount of $139.98 is being sent by check to the address on file, to refund the monies paid to Vivint by Mr. [redacted] after he submitted his written notice of cancellation on February 24, 2017. 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

February 14, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, 2015          To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement.  Ms. [redacted] desires cancellation of her Agreement without penalty. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on August 20, 2015 with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that term. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason, and this period is extended for elderly customers.   Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,499.70; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $674.86.  Alternately, 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.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