Vivint Smart Home Security

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]

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

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

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

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]

October
20, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: July 26, 2012To 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 experienced equipment issue with her system that were not resolved by
Vivint. As such, Ms. [redacted] cancelled her account with Vivint,
but still continues to be charged. Ms. [redacted] desires the cancellation of the
account without penalty and a refund of charges made after cancellation
request. Vivint’s
records indicate that prior to the installation of any equipment; Mr. [redacted]
[redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account
Creation department. Every customer must complete this Pre-Installation Survey,
and if a customer does not pass the survey, Vivint will not enter into an
agreement with the customer and will not install any equipment in the
customer’s home.  The purpose of the
survey is to verify certain information, ensure that the customer understands
Vivint’s offer, and confirm the terms and conditions of the Agreement. Our
records show that Mr. [redacted] completed the required Pre-Installation
Survey on July 25, 2012.  During
the recorded Pre-Installation Survey, Mr. [redacted] represented that he
understood and agreed to the initial term of forty-two (42) months.  She also represented that he would pay a
monthly monitoring fee of $[redacted] each month during that term.  Further, Mr. [redacted] represented that
these terms were clearly outlined on the Agreement and that Vivint’s
representative did not make any promises or commitments which were not written
on the Agreement.  Vivint relied on Mr.
[redacted]’s representations to ensure that he understood his commitments
to Vivint as outlined in the Agreement.  
  Ms.
[redacted] notified Vivint of equipment concerns on June 3, 2015. Ms. [redacted]
explained it was a low battery alert. On June 7, 2015, Mr. [redacted] reported
a concern with false alarms. Vivint was able to schedule an appointment for
June 29, 2015. On June 29, 2015, a Vivint field service professional was
dispatched to Ms. [redacted]’s restaurant. The field service professional was told
that the service appointment was no longer needed and everything was working. On
July 22, 2015, Mr. [redacted] called Vivint in order to cancel the account.
Mr. [redacted] was informed that the account was still under the initial
term of the agreement. Mr. [redacted] informed the representative he had
another company installed. Cancellation
of Ms. [redacted] account is not warranted at this time, however Vivint would like
to assist Ms. [redacted]. If Ms. [redacted] agrees to pay the past due balance of
$[redacted], Vivint will agree to cancel her account and forgive the remaining
three (3) months of her agreement. If Ms. [redacted] wishes to take advantage of
this offer, I would advise her to contact Customer Loyalty 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]

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]

August 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Christopher S[redacted]  Vivint Account #: [redacted] Date of Agreement: December 13, 2012          To Whom It May...

Concern:I have reviewed the information provided by Mr. S[redacted] and appreciate the opportunity to respond. In his complaint, Mr. S[redacted] alleges that Vivint installed faulty equipment which failed and caused damage to his home. Mr. S[redacted] desires the cancellation of his account without penalty. Vivint’s records indicate Mr. S[redacted] first notified Vivint of the alleged damage on November 14, 2014. Vivint dispatched a Vivint field service professional to investigate Mr. S[redacted]’s claims on November 17, 2014. The Vivint field service arrived at Mr. S[redacted]’s home, but no one was home at the time he arrived. Vivint has also made attempts to reach out to Mr. S[redacted] to provide assistance with the situation, but Vivint has been unable to reach Mr. S[redacted]. Vivint’s records indicate that prior to the installation of any equipment; Ms. Heather S[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. Heather S[redacted] completed the required Pre-Installation Survey on December 11, 2012. During the recorded Pre-Installation Survey, Ms. Heather S[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 $[redacted] each month during that term.  Further, Ms. Heather S[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. Heather S[redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Cancellation of Mr. S[redacted]’s agreement without penalty is not warranted at this time.  A representative from Vivint has recently attempted to contact Mr. S[redacted], in an effort to resolve these concerns. Should Mr. S[redacted] wish to cancel his agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. S[redacted], Vivint is willing to lower his payoff amount by 55%, bringing the total payoff amount to $[redacted]. If Mr. S[redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at [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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Billy A[redacted]  Vivint Account #: [redacted]  Date of Agreement: June 25, 2015            To Whom It...

May Concern:I have reviewed the information provided by Mr. A[redacted] and appreciate the opportunity to respond. In his complaint Mr. A[redacted] alleges that damage to his home had occurred when the Vivint system was removed from Mr. A[redacted]’s home. Mr. A[redacted] desires repair of the damages.A representative from Vivint has recently contacted Mr. A[redacted] in an effort to resolve his concerns. Vivint’s Home Damage department is currently working with a contractor of Mr. A[redacted]’s choosing to reach the best resolution possible. I would advise Mr. A[redacted] to contact Vivint’s Home Damage department for an update on his case. 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, Nathan *. W[redacted]

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]

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.

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

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]

March 9, 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 17,...

2011           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 requested cancellation of her account after the initial term of her Agreement, but that Vivint continued to charge her for service after her request.  Ms. [redacted] is willing to send Vivint payment for the days she had service in the billing cycle before her cancellation request, but she desires cancellation of her account and for Vivint to waive the remaining past due balance. A representative from Vivint has attempted to contact Ms. [redacted] in an effort to resolve these concerns.  Vivint’s records show that Ms. [redacted]’s Agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  Vivint has received Ms. [redacted]’s final payment of $[redacted]. To assist Ms. [redacted], Vivint has waived the remaining past due balance that was showing on the 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

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: May 31, 2013           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 this matter has been resolved to Ms. [redacted]’ satisfaction. Ms. [redacted]’ account has been cancelled as of December 29, 2015 and the sales representative no longer works for 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

Tell us why here...August 31, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: July 31, 2014                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.  In her complaint, she explains that she has experienced technical issues with the system. Ms. [redacted] requests that her account be removed from collections.  In an effort to assist Ms. [redacted], Vivint has agreed to remove her account from collections. However, Vivint’s records indicate that attempts were made by Vivint to assist Ms. [redacted] with her technical issues. On December 8, 2015, Vivint offered to send out a technician to fix the system. However, Ms. [redacted] wanted to wait until she could afford an outdoor camera for a technician to come out to her residence. On April 27, 2016, Ms. [redacted] contacted Vivint again stating that she was still experiencing issues with the system. Vivint offered to have a technician visit her residence again, however, Ms. [redacted] declined this offer due to a home issue.  Despite the information above, 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

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