Vivint Smart Home Security

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: William J[redacted] Vivint Account #: [redacted] Date of Agreement:  June 22, 2011 To Whom It May Concern: I have reviewed the information provided by...

Mr. William J[redacted] and appreciate the opportunity to respond. In his complaint, Mr. J[redacted] alleges that he was extended an upgrade offer that was not honored at a later time. Mr. J[redacted] desires the original offer to be fulfilled, otherwise he desires the Agreement to be cancelled. A representative from Vivint has recently contacted Mr. J[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Mr. J[redacted]’s satisfaction.Should 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]

December 19, 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 2, 2017        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 a refund in the amount of $213.00 is being sent back to Ms. [redacted] in the form of a check. 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

January 25, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, 2017           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 18, 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 21, 2011            Date of Addendum: April 5, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his response, Mr. [redacted] states that Vivint should have provided service after regular business hours. He claims that Vivint’s technicians did not show up to scheduled appointments, and is requesting cancellation without penalty or a free year of full service. At this time, Vivint is willing to extend the offer to two months of free service. Cancellation without penalty is not currently warranted. Vivint’s records show that an appointment to finish the installation and test the system was completed at Mr. [redacted]’ home on May 11, 2017. This appointment was able to be completed outside of regular business hours due to the technician offering to pick up overtime. Vivint’s records further show that the appointment on May 1 was rescheduled due to Mr. [redacted] being unavailable for the arrival window he’d been given, and the appointment on May 5 was closed as a customer no-show. Vivint apologizes for the rescheduled appointment and offers a goodwill credit of two free months in order to compensate Mr. [redacted] for his 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

February 26, 2018       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 29, 2011             Date of Addendum: August 18, 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] explains that her mother was tricked into agreeing to extend her contract. Ms. [redacted] requests that Vivint cancel her mother’s account.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   However, Vivint spoke with Ms. [redacted] regarding her alarm service on August 18, 2014.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a sixty (60) 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 sixty 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 information mentioned, 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: (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]

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]

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]

July 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Karyn J[redacted] Vivint Account #: [redacted] Date of Agreement: May 22, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. J[redacted] and appreciate the opportunity to respond. In her complaint Ms. J[redacted] alleges that her equipment would not work properly and there were holes left in her home after the removal of the Vivint equipment. Ms. J[redacted] desires cancellation of the Agreement and a refund of monies paid to Vivint. A representative from Vivint has recently attempted to contact Ms. J[redacted] in an effort to resolve her concerns. Vivint’s records indicate that Ms. J[redacted]’s account has been cancelled and a full refund of Monies paid to Vivint has been sent to Ms. J[redacted] in the form of a check. I would advise Ms. J[redacted] to contact Vivint’s Home Damage department to resolve the holes in her wall from the equipment removal. Vivint’s Home Damage department will require photo documentation of the damages to assess the situation and reach 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

July 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, 2014          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had equipment complications with her security system that have not been resolved Ms. [redacted] desires cancellation of her Vivint Agreement without penaltyVivint stands by its previous resolution. Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge.  Additionally, Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232. I apologize for any misunderstanding. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, 2012           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had issues with canceling the account Ms. [redacted] desires her account to be canceled.A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has already been canceled. Ms. [redacted] no longer has any obligations to Vivint. Ms. [redacted] may contact Vivint’s representative directly if she has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 10, 2010           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 sent in his notice of cancellation to cancel the account and continued to be charged. Mr. [redacted] desires cancellation of the Agreement without penalty. Vivint’s records indicate that Mr. [redacted] did extend his Agreement for an additional forty two (42) months on October 7, 2013. Vivint has received a notice of cancellation from Mr. [redacted], this does not void the extension of his Agreement. Never the less Vivint will agree to cancel Mr. [redacted]’s Agreement without penalty. Mr. [redacted] has no further obligation to Vivint or any third party collection agency. 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 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 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 his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account is cancelled and he 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]

April 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 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 has been resolved to Ms. [redacted]’s satisfaction. A credit has been issued to Ms. [redacted]’s Vivint billing account in the amount of $161.98.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The representative from Vivint, Samantha L[redacted], Legal Assistant for Vivint, informed me, via phone conversation on 11/21/17, that my contractual obligation to Vivint was closed and monetary obligations were also terminated.
Sincerely,
[redacted]

February 23, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: April 18,...

2017           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 has offered to either cancel the remaining months of Mr. [redacted]’s Agreement without penalty or to reduce his monthly services fee for the remaining term.  Mr. [redacted] may contact Vivint’s representative directly to discuss 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

December 19, 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 27, 2016           To Whom It May Concern: I have reviewed the response by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response he explains that he has been working with Vivint’s Claim Resolution Department and there has still been no resolution.Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint’s records show that a contracted electrician went out to Mr. [redacted]’s home on December 15, 2016 to fix the issues that Mr. [redacted] has been experiencing. If Mr. [redacted] has any questions or concerns he may contact the electrician who came out to his home or the Claim Resolution Specialist he has been working with.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 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: July 26, 2013            To Whom...

It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently been in contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint has agreed to install extra equipment onto his system on October 3, 2015.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 11, 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. It has been agreed that Vivint will submit a refund in the amount of $471.96 due to Ms. [redacted]’s valid cancellation. She will receive this check in 7-10 business days from March 21, 2017. 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Christopher G[redacted] Vivint Account #: [redacted] Date of Agreement:  July 09, 2014 To Whom It May Concern:I have reviewed the information provided by...

Mr. G[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. G[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Mr. G[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]