Vivint Smart Home Security

December 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 9, 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 experienced technical problems with his Vivint system. He explains that the cameras never functioned properly and that damage was done to his home at the time of installation. Mr. [redacted] is now in collections, and desires cancellation of his agreement without penalty.Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $120.99 each month, plus applicable taxes, during that term.  Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after May 2017.  As such, the account was cancelled for non-payment on October 30, 2017, and was sold to an outside collections agency. If Mr. [redacted] is willing to make payments toward the balance of his account Vivint is willing to provide repair services to Mr. [redacted] pursuant to the Agreement which he signed. Otherwise, Mr. [redacted] must settle the balance of his account with this outside collections agency at this time.In regards to the home damage which Mr. [redacted] references; Vivint records indicate that in January of 2017 Vivint was notified of damage to Mr. [redacted] home which was caused by the installation of his system. Vivint contracted a handyman to repair this damage. However, pursuant to the Agreement Vivint is not responsible for any cosmetic blemishes due to the installation of security equipment and will therefore not cover the cost to repaint Mr. [redacted]’s home. Due to this fact Mr. [redacted] rejected Vivint’s offer to provide repair’s to the drywall in his home. Should Mr. [redacted] bring his account current Vivint remains willing to provide a contractor to repair any structural damage to his home.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]. Although they replaced my name in the 2nd paragraph with that of Mr. Eichman (no idea what that is). I have since spoken to their representative Samantha Sawsey about a Vivint technician coming to my home today to remove the Vivint equipment. Once this has been completed I will find that this resolution is satisfactory to me.
 I would like to express that Vivint review the sales and customer service training to remove all of the abhorrent stall techniques they put in place so that customers don't have to resort to the Revdex.com.
Sincerely,
[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Lori J[redacted]  Vivint Account #: [redacted] Date of Agreement:  May 15, 2015 To Whom It May Concern:I have reviewed the information provided by...

Ms. Lori J[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. J[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Ms. J[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]

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,
Clara B[redacted]

July 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Zanetria E[redacted]  Vivint Account #: [redacted] Date of Agreement: April 1, 2013           To Whom It May Concern:I have...

reviewed the information provided by Ms. E[redacted] and appreciate the opportunity to respond. In her complaint, Ms. E[redacted] alleges that she has experienced multiple issues in regards to her billing. Ms. E[redacted] now desires the service reactivated and her monthly rate to remain at $54.11.Vivint’s records show that Ms. E[redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months and a monthly monitoring rate of $[redacted]. Vivint’s records further show that Ms. E[redacted] stopped making her monthly payments after December 2014.  On March 27, 2015, Ms. E[redacted] called into Vivint’s billing department and setup new payment information for automatic payments. On April 27, 2015, Vivint took a payment of $[redacted], which was Ms. E[redacted] past due at that time. Ms. E[redacted] called in on April 28, 2015, and requested a refund of the $[redacted], Vivint agreed to reverse the charge that same day and take her off of automatic payments, but Ms. E[redacted] was informed that the charges would still be owed to Vivint. On May 6, 2015, a representative from Vivint reached out to Ms. E[redacted] in regards to a complaint she filed previously. The representative assisted Ms. E[redacted] by crediting her Vivint billing account two months’ worth of service. However, Vivint has not received any further payments from Ms. E[redacted]. As a result, Ms. E[redacted]’ account has been place into collections on July 1, 2015. Vivint’s Billing depart has offered to assist Ms. E[redacted] with her past due amount, however at the time Ms. E[redacted] declined the offer. This offer is still valid; if Ms. E[redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s billing 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]

December 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 2013           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 his sales representative informed him that his System Purchase and Services Agreement (“Agreement”) had a term length of one year but was informed that his Agreement was for a term length of two years. Further, Mr. [redacted] states that he should not have to pay for an additional month of service after requesting cancellation. Mr. [redacted] desires his Agreement cancelled and the final month’s service fee waived. Vivint agrees to waive Mr. [redacted]’s final payment as a gesture of goodwill and cancel his Agreement without penalty. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. 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 survey, if a customer does not complete the survey Vivint will not install any equipment into the customer’s home and will not enter into an Agreement with the customer. The purpose of the survey is to verify certain information and to ensure the customer understands Vivint offer. Vivint’s records indicate that Mr. [redacted] completed the required Pre-Installation survey on June 21, 2013. During the Pre-Installation survey Mr. [redacted] represented that he understood and agreed that his Agreement had an initial term length of forty-two (42) months and that he would pay a service fee of $68.99 plus any applicable taxes each month during that term. Mr. [redacted] also represented that these terms and conditions were clearly outlined on the front of his Agreement and that his sales representative did not make any promises or commitments to him that were not written on the Agreement. Further, by signing his Agreement Mr. [redacted] agreed to provide Vivint with a written notice of intent to cancel at least thirty (30) days prior to the cancelation of his Agreement as stated in section 2.4 of the Agreement. Nevertheless, Vivint agrees to the above 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]              To Whom It May Concern: I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that during the install of a Vivint system his old security system was damaged. Mr. [redacted] decide not to have Vivint installed in his home but was charged $400 by his old security company to fix his system. As such, Mr. [redacted] requests that Vivint cover the cost of fixing his security system.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Vivint agrees to cover the cost of repairs if Mr. [redacted] will provide Vivint with an invoice showing the cost of the repairs. Mr. [redacted] may contact the Vivint representative who reached out to him 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 4, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]    Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: June 13, 2017           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had difficulty with his equipment and Vivint’s billing service. As such, Mr. [redacted] requests that his account be cancelled. A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint is willing to cancel Mr. [redacted]’s account upon Vivint’s recovery of the equipment. Mr. [redacted] may contact the Vivint representative who reached out to him 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: August 4, 2017           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response he explains that the wrong account has been cancelled. As such, Mr. [redacted] requests that this be resolved.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved. Vivint has cancelled all of Mr. [redacted]’s account at his request. Mr. [redacted] may contact the Vivint representative who reached out to Ms. [redacted] 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 10, 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] states that she was misled by a Vivint representative regarding the technical capabilities of her security system.  She states that she was told by a Vivint representative that the security system did not require WiFi to operate. She requests cancellation of her Agreement with no 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 September 10, 2016. During the recorded Pre-Installation Survey, Ms. [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 $60.99 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 his commitments to Vivint as outlined in the Agreement.   Pursuant to the Agreement which Ms. [redacted] signed, wireless internet may be required for portions of her security system to function properly and it is her responsibility to provide internet services. As such cancellation of her Agreement is not warranted.Should Ms. [redacted] desire to cancel her account her payoff amount would be $1646.73. In an effort to assist Ms. [redacted] Vivint is willing to reduce this buyout amount by 60% to $988.03. Alternatively, Vivint is willing to lower Ms. [redacted]’s monthly rate by $10 for the duration of her initial term. Should Ms. [redacted] wish to take advantage of either of these offers she should contact Vivint’s Customer Loyalty department at (800) 216-5232 ext. 5020.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]

March 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 2016         To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint apologizes for any inconveniences that may have arisen from the situation. However, Vivint will not be altering the standard monitoring procedures and will be making no further offers 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.
Thank you for your help. It was greatly appreciated.
Sincerely,
Brian C[redacted]

May 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: September 23, 2016           To Whom It...

May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he moved from his home with the system with the understanding that the people who bought his home would take over his account. Mr. [redacted] explains that has not happened and that he is still being charged for the service. As such, Mr. [redacted] requests that his account be cancelled and for Vivint to stop billing him.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] signed an agreement with Vivint on September 23, 2016. Mr. [redacted] agreed to an original agreement term of forty-eight (48) months and to pay Vivint a monthly fee of $49.99 plus any taxes each month of that term. Vivint’s records further show that on March 15, 2017, Mr. [redacted] called Vivint and gave permission for his account to be taken over by the new homeowners. Then on March 23, 2017, the new homeowners called into Vivint to cancel all appointments and plans for the takeover. Therefore the agreement remains in Mr. [redacted]’s name. Due to these facts cancelation of Mr. [redacted]’s account without penalty is not warranted.Vivint recommends that if taking over the Vivint security account was part of his real estate transaction with the new home owners that Mr. [redacted] should contact his real estate agent to have the new home owners takeover the account.If Mr. [redacted] has any questions or concerns he may contact the Vivint representative who reached out to him. 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 5, 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: March 28, 2015                         To Whom It May Concern: In his rebuttal, Ms. [redacted] alleges that Vivint’s previous response to her complaint was inaccurate. Ms. [redacted] further alleges that although her original equipment concern has been corrected, her lamp module is now not responding to the panel. Vivint’s records show that on May 2, 2015 a Vivint field service professional was sent to Ms. [redacted]’s home to fix any equipment concerns. On May 3, 2015, Ms. [redacted] called in and reported that her lamp modules were not responding to commands. A Vivint Customer Care professional sent out replacements via mail to the customer in an effort to resolve the equipment concerns.  A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve her concerns.  To assist Ms. [redacted], Vivint has agreed to cancel the account after thirty (30) days. On June 5, 2015, Ms. [redacted] will no longer have any 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

August 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

December 9, 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. Ms. [redacted]’s monthly services fee for the remainder of her Agreement term is $60.99, plus any applicable taxes, as stated on her signed Agreement.  Currently, there is a credit of $90.99 on her billing account.  Vivint apologizes 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 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2008          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 her security system has not worked correctly. Ms. [redacted] desires cancellation of the Agreement without penalty. Ms. [redacted] account has been cancelled. She has no further obligation to Vivint or any third party collection agency. If Ms. [redacted] desires a formal letter of cancellation she may call into Vivint to request it to be sent to her. 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]

I did not file a police report as there was no break in to my home. The vivint security system malfunctions and opens my overhead garage door. The company has already acknowledged that this happens and has sent technicians out to replace the faulty system. Their "fix" has not corrected the problem. The missing items are secondary to removal of a system that does not function as promised and puts my home and family in harms way as described in the complaint in question.

March 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: August 27, 2012           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 been unable to cancel her account with Vivint. As such, Ms. [redacted] would like her account cancelled and a refund for the past three months of service. As of the date of this letter, Ms. [redacted]’s account has been closed and she has no further obligation to Vivint.Vivint’s records indicate that Ms. [redacted] contacted Vivint to request cancellation on March 21, 2016. A representative had instructed Ms. [redacted] to send in final payment of $[redacted] and a written Notice of Cancellation. Vivint received this and Ms. [redacted]’s account was scheduled to be cancelled on April 21, 2016 pursuant to the thirty (30) day cancellation clause. Nevertheless, Vivint agrees to the above resolution. Since Vivint had been providing monitoring service for the past three months, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 2, 2014          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that he is unsatisfied with Vivint’s previous response. Mr. [redacted] alleges when he spoke to the Vivint representative on August 17th, the representative told Mr. [redacted] that sending a magnet was a waste of time. Mr. [redacted] desires the repair of his system in a timely matter, or the cancellation of the account without penalty. Vivint maintains its stance in regards to Mr. [redacted]’s case. I have review the telephone call on August 17th between the Vivint representative and Mr. [redacted]. At no time does the representative state that sending a magnet would be a waste of time as Mr. [redacted] alleges. Mr. [redacted] declined the offer, and requested a Vivint Field Service appointment. Mr. [redacted] has declined any offer to mail out the magnet. Mr. [redacted] has an appointment to resolve his concern with his window sensor on September 8th, the soonest available appointment in his area. Vivint’s records indicate that his system is functioning properly and that the alleged malfunctioning sensor is currently reading as closed. Cancellation of Mr. [redacted]’s account without penalty is not warranted at this time. 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 40% 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]

December 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 5, 2012           To Whom It May Concern:I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mrs. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [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]