Vivint Smart Home Security

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

the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. However, a refund is not warranted. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 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]

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

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  Vivint’s records indicate that a refund in the amount of $139.98 is being sent by check to the address on file, to refund the monies paid to Vivint by Mr. [redacted] after he submitted his written notice of cancellation on February 24, 2017. I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 2012           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. At this time, Vivint has cancelled the account and submitted a refund of $121.98 as the customer requested. If Mr. [redacted] has any further questions or concerns, he may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 28,...

2016                         To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had complications with her security system and has had to call Vivint to resolve, but that Vivint has not been very helpful.  Specifically, Ms. [redacted] states that she has had no luck in getting a secondary keypad and her door lock went through batteries after 2 weeks.  She desires better service from Vivint. To assist Ms. [redacted] at this time, Vivint has applied a credit to her billing account in the amount of $131.98, which will clear the past due balance on her account.  Vivint hopes that this will assist in the purchase of batteries for Ms. [redacted]’s door lock and in the purchase of the secondary keypad she desires.Vivint’s records show that Ms. [redacted] has spoken to Vivint representatives about the possibility of a secondary keypad for her alarm system, but has not scheduled an appointment to have one installed.  The cost of the secondary keypad Vivint has available for Ms. [redacted]’s panel is $60.00.  She may contact Vivint at 1-800-216-5232 to schedule an appointment to have the panel installed.  Ms. [redacted]’s signed Agreement states that it is the customer’s responsibility to purchase any batteries needed for the system devices (Section 12); however, Vivint has applied a generous credit to Ms. [redacted]’s account to assist her with the purchase of batteries and the secondary keypad.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 2, 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: July 21, 2011             Date of Addendum: November 11, 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 an individual had agreed to take over her account; however, the takeover was unsuccessful and her account was not cancelled. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on November 11, 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 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.   Further, pursuant to the agreement document, Ms. [redacted] is fully responsible for seeing through the takeover process.   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]       Just waiting for Vivint to contact me and set a time to come remove their equipment

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]

October 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 2014         To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she has been experiencing equipment concerns that have not been resolved by Vivint. Ms. [redacted] further alleges the sales representative offered a doorbell camera at the time of sales, and this offer has not been fulfilled. Ms. [redacted] desires the cancellation of her agreement without penalty.  Vivint’s records indicate that prior to the installation of any equipment; Mr. [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 8, 2014. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He 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.    Vivint has no record of an offer of a doorbell camera for Ms. [redacted]’s account. If Ms. [redacted] wishes to add a doorbell camera to her account, she may contact Vivint’s Customer Care department at ###-###-#### and purchase the device. Vivint’s records further indicate that a Vivint Field Service Professional was dispatched to Ms. [redacted]’s home on October 24, 2015 and was able to resolve Ms. [redacted]’s equipment concerns.Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 40% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

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

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

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

Complaint: [redacted]
I am rejecting this response because: I just feel from a customer standpoint that this company is not hearing me concerning I just built the house and I don't think that its  fair for me to continue building a house after the damage was done I just closed on the house October 13th and all the damages came on October the 24th my new home wasn't even a month old that I had built. Now I out hustle all over again with a tough work schedule I wish I had known. Don't believe everything you see on the TV that's what I'm beginning to believe now. Now I gotta be happy with the product and damage for the next two years. I don't think service should be a gamble or product when it comes down to your dream home. All I wanted was my new door like it was before and a have it contracted out to be installed.
Sincerely,
[redacted]

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, 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. If Ms. [redacted] requires any further assistance, 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

March 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]Vivint Account #: [redacted]Date of Agreement: February 23, 2015          To Whom It May Concern:I have...

reviewed the information provided by [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had many technical errors with the Vivint system and has experienced extended delays when it comes to scheduling a technician. Mr. [redacted] desires cancellation of the Agreement without penalty due to his system not properly protecting his home and family.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns. Vivint would like to extend an offer to have a technician thoroughly inspect his Vivint system. Additionally, Vivint has agreed to apply a credit equal to two (2) months of Mr. [redacted]’s service fee. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on February 24, 2017, and Vivint’s Scheduling department found an appointment for March 3, 2017; however, Mr. [redacted] declined this appointment.  Vivint believes repair rather than cancellation is the proper course of action. Mr. [redacted] may contact Vivint’s representative to schedule an appointmentIf you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 9, 2015           To Whom It May Concern:In his rebuttal, Mr. [redacted] alleged he has not been updated regarding his concerns. Mr. [redacted] desires the cancellation of the account without penalty.   Vivint apologizes for a typo that occurred with Mr. [redacted]’s name in Vivint’s previous response. According to Vivint’s records, on February 8, 2016 Vivint contacted the HVAC company in question and was able to finalize the payment of their services. If Mr. [redacted] has any additional questions, he may contact the representative he has been working with directly. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: of course their records would say that. I had to keep calling to complain how important it was to fix the thermostat. Turns out the last technician broke the original. The only reason they came out because I kept calling. If not they will have waited until the 22nd. So they offered to replace it. They said it would be cheaper for them to give one then have them pay for another technician to replace the old one through the original company. Now the thermostat will have to stay here at this house when I move. 
Sincerely,
[redacted]

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

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]