Vivint Smart Home Security

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

May 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 2016          To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement.  Ms. [redacted] desires cancellation of the Agreement without penalty.  Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on June 2, 2016. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a monthly monitoring fee of $49.99 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.   Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns. Vivint has offered to move Ms. [redacted]’s service at no charge, which she declined.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1849.63; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $1387.22.  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, or she may contact the representative she has been working with 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]

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,
Sheri W[redacted]

February 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, 2015           To Whom It May Concern:In her rebuttal, Ms. [redacted] states after Vivint reached out to her an offered the cancellation of the account, she noticed the she was charged her monthly monitoring fee the day prior. Ms. [redacted] further states that when she called in to request a refund of the charge, she was unable to get assistance. Ms. [redacted] request a refund of her service fee for the time her door lock was malfunctioning.  After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. A refund of her monthly service fee was sent back to the checking account on file on February 23, 2016. In an effort to resolve this matter, Vivint will process an additional refund of $[redacted]. This refund is equal to two months of Ms. [redacted]’s service fee. Ms. [redacted] has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

March 21, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:...

N/A        To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that a refund in the amount of $24.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted]. I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 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. 
Sincerely,
[redacted]

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]

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

information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that $1.050 has been approved to repair Mr. [redacted]’s home. Vivint’s records further indicate that Vivint’s Customer Care Home Damage department is waiting for Mr. [redacted] to send in the additional estimates for the repairs needed in his home. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 23, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 15, 2014                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he alleges that he has been experiencing technical issues with his system. Mr. [redacted] desires cancellation of his account without penalty. Vivint only has record of Mr. [redacted] having low battery signals in March 2015. It is indicated on his account that those issues were fixed at that time. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. It was stated by Mr. [redacted] that he has experienced issues with his door locks from the beginning and they have not been fixed. He is very unsatisfied with the service. In an effort to assist Mr. [redacted], Vivint offered to either send out another technician at no cost or cancel his account without penalty. Mr. [redacted] chose to cancel his account. Vivint has cancelled his account and has waived the past due balance. Mr. [redacted] no longer has any obligation to Vivint. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

January 18, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 2, 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 in the process of being resolved to Ms. [redacted] satisfaction. Ms. [redacted] 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

May 8, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 2013                         To Whom It May Concern: In his rebuttal, Mr. [redacted] alleges that he has an issue with Vivint’s customer service and with the amount of time he has to wait for a service call.  Mr. [redacted] alleges that he called Vivint and the customer service representative was unable to resolve his issue.  Mr. [redacted] further alleges that he had a service visit scheduled but that nobody arrived during that time.  Mr. [redacted] desires cancellation of his agreement without penalty. Vivint’s records show that Mr. [redacted] notified Vivint of his current concerns on April 24, 2015, and when troubleshooting did not resolve the issue, a service visit was offered.  The soonest appointment available was on May 30, 2015, and Mr. [redacted] indicated that he would call back to see about finding a sooner appointment.  Mr. [redacted] called Vivint again on April 27, 2015, and he was again offered the soonest appointment of May 30, 2015, with an arrival window between 8:00am and 11:00am.  Mr. [redacted] accepted this appointment, and it was scheduled.A representative from Vivint has recently attempted to contact Mr. [redacted], and has advised him to call or email back with his availability if he would like Vivint to attempt to find a sooner appointment.  Ms. [redacted]’s signed Purchase and Services Agreement states that, upon notification of a problem with the system, Vivint will provide service as soon as possible during normal business hours (Section 5).  Vivint is providing service as requested by Mr. [redacted], and has attempted to reach him to find more acceptable appointments.  Cancellation of the Agreement without penalty is not warranted at this time.Vivint applied a credit to Mr. [redacted]’s billing account to cover one month of service, as he has stated that he will be without complete service for a month.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

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: September 5, 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] explains that she has experienced issues with her system and customer service.   Vivint’s records indicate that Ms. [redacted]’s account has been removed from collections and she 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

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 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]

May 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, 2014           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled and has been removed from collections. Mr. [redacted] may contact Vivint’s representative directly if he has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

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]       Just waiting for Vivint to contact me and set a time to come remove their equipment

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]