Vivint Smart Home Security

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

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

Complaint: [redacted]
I am rejecting this response because I was told that I was required to find someone to take over the contract.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It has become glaringly obvious to me that Vivint is going to steadfastly maintain their position on this matter regardless of how wrong they are; however the class has some valid questions: 1.  If a minor child sends a letter with the correct parent name and address (no additional identifying information) requesting upgrades in service and equipment, is the account holder responsible for those charges? 2.  If an individual sends a letter with the correct name and address (no additional identifying information) requesting a change in access code and verbal code, then breaks into a property; is Vivint liable for that larceny? 
Sincerely,
[redacted]

October 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 2007        Date of Addendum:  June 6, 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] alleges that she has not received new equipment that was promised as part of her recent contract extension, and that Vivint will not allow her to cancel her Agreement at this time.  Ms. [redacted] desires cancellation of her Agreement without penalty.  Vivint’s records confirm that Ms. [redacted] recently agreed to extend the term of her Agreement for sixty (60) months in exchange for a new upgraded alarm panel and system, including outdoor cameras.  At this time, Vivint’s supply of outdoor cameras is limited, but Ms. [redacted] is on a waiting list and will be contacted by Vivint when the outdoor cameras become available to her.  I apologize for any undue delay in this process.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns.  To assist Ms. [redacted] at this time, Vivint will agree to cancel her account without penalty, if Ms. [redacted] will allow Vivint to retrieve the recently installed equipment from her home.  Alternately, Ms. [redacted] may wait for the outdoor cameras and keep the upgraded panel and service in her home.  Ms. [redacted] may contact Vivint's representative with any questions in regards to this matter.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 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 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 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. If Mr. [redacted] has any additional questions or concerns, he may contact the 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 10, 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, 2013...

        Date of Addendum: July 30, 2016           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 can no longer afford the monthly cost of his Agreement with Vivint, and that Vivint has recently advised him that he would need to pay off the full amount in order to cancel.  Mr. [redacted] desires cancellation of the Agreement without penalty or with a reasonable penalty.  At this time, Vivint is willing to reduce the payoff balance of Mr. [redacted]’s Agreement by 60% in an effort to assist him.  Vivint has reduced his monthly services fee to $20.79.  Mr. [redacted] may either keep his service active and pay the reduced rate monthly until the end of his Agreement term, or he may cancel the Agreement by paying off the balance at the 60% discount.  As of the date of this letter, the reduced payoff amount is $686.27.Vivint’s records indicate that Mr. [redacted] signed his most recent Agreement with Vivint when he moved, on July 30, 2016.  This Agreement shows that he had forty (40) months remaining in his term, and a monthly services fee of $51.99 (plus any applicable taxes).   Although cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution.  Beginning this month, Mr. [redacted] will be charged the reduced rate monthly.  If Mr. [redacted] wishes to take advantage of the reduced payoff and cancel his Agreement prematurely, he may 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

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]

May 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 2013          To Whom It May Concern:I have reviewed...

the information provided by [redacted] and [redacted] and appreciate the opportunity to respond. I have credited [redacted] and [redacted]’s account for a free month of service.  Vivint would like to ensure that [redacted] and [redacted] are able to utilize their system as intended, and will send a field service professional to their home at no charge. I would advise them to call Customer Care at 1-800-216-5232, and schedule this 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

February 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 12, 2015 To Whom It May Concern:I have reviewed the information provided by...

Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’ 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]

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 24, 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 12, 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 had complications with Vivint’s equipment that were never resolved.  Mr. [redacted] further alleges that Vivint continued to charge him for service, and that he revoked Vivint’s access to his bank account.  Mr. [redacted] desires a refund.  Vivint’s records indicate that Mr. [redacted] notified Vivint of equipment complications on July 17, 2013, and a service appointment was scheduled for July 23, 2013.  At that time, the alarm panel was replaced.  Mr. [redacted] continued to have complications, and another service appointment was scheduled for October 16, 2013.  At this visit, Vivint determined that equipment from a previous alarm system was causing the complications, and, although Vivint is not liable for a third party’s equipment, Vivint offered to replace it with all new equipment.  Mr. [redacted] declined this offer, and stopped paying his monthly monitoring fees after July 2013.  As such, the account was cancelled due to non-payment on December 31, 2013, and was transferred to an outside collections agency.At this time, in an effort to assist Mr. [redacted], Vivint will agree to forgive the past due balance and remove the account from collections.  Mr. [redacted] has no further obligation to Vivint.  No refund is warranted, as Mr. [redacted] did not pay for service since notifying Vivint of complications. 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]

Online Advertisement does NOTmenrion  old customers OLNY!!! Advertisement states Special Offer Free Activation.. free activation new clients... Satisfactory credit pays up to $199.00.......$399 is NOT mentioned in special offer....  
Complaint: [redacted]
I am rejecting this response because:
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]

Vivint has satisfied my request. 
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]

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]

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]

March 11, 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 28, 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 renewed his System Purchase and Services Agreement (“Agreement”) in order to lower his monthly bill to $36.99 for twenty-four (24) months and then continue at $56.99 afterwards. He states that he has been invoiced more than $36.99. Mr. [redacted] desires his billing situation resolved and a refund if necessary.   Vivint Inc. (“Vivint”)’s records indicate that a his billing situation has been updated so that he will be invoiced for the amount as agreed upon, $36.99 for twenty-four (24) months and continuing his Agreement at $56.99 after the twenty-four (24) months. Mr. [redacted] currently has a credit of $[redacted] on his account for the amount overpaid. A representative from Vivint has recently tried to contact Mr. [redacted] in order to resolve the issue. Should Mr. [redacted] desire this credit of $[redacted] refunded, I would recommend that he contact this representative. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]