Vivint Smart Home Security

November 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 3, 2010...

          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 attempted to contact Ms. [redacted] in an effort to resolve her concerns, and an email has been sent to provide contact information.  Vivint is willing to work with Ms. [redacted] toward her desired resolution.  She may contact Vivint’s representative directly to discuss and resolve 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: (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.
Looking forward to Vivint better their relation with me.
Sincerely,
Benge 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,
Kirk [redacted]

January 3, 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: June 27, 2015                                                   To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Ms. [redacted] explains that her equipment was out of commission for an extended time period.   Ms. [redacted] did not notify Vivint of the system issues until October 19, 2017. Vivint sent a technician to her home within 2 days to fix the system. During this appointment, the technician offered to fix the system; however, Ms. [redacted] declined this offer.   As previously offered, Vivint is willing to fix Ms. [redacted]’s equipment and refund four months or payments. If Ms. [redacted] would like to take advantage of this offer, she may contact [email protected].                         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 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: November 13, 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]’s satisfaction. If Ms. [redacted] has any further questions or concerns, 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

January 9, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: January 9, 2017                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she was charged a fee for a tech visit. Ms. [redacted] requests that Vivint refund this fee and cover the insufficient funds fee.   At this time and although not warranted, Vivint has agreed to refund Ms. [redacted] the $49 technician visit fee out of goodwill.   However, it should be noted that under section 5 of the System Purchase and Services Agreement, it states:   After the initial one hundred and twenty day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call, and you agree to pay the same.   Despite the information mentioned, a refund of $49 will be issued to go back into Ms. [redacted]’s checking account within 7-10 business days.     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 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: March 20,...

2010       Date of Addendum: October 22, 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 he has been with Vivint since 2010 and requested cancellation in August but was told that he is in a lifetime contract.  He desires cancellation of his agreement immediately. Vivint received a written notice of cancellation from Mr. [redacted] on February 8, 2018 and agrees to cancel his account and service, effective immediately.  Vivint’s records show that Mr. and Ms. [redacted] signed a System Purchase and Services Agreement on March 20, 2010 with an initial term of thirty-nine (39) months.   Ms. [redacted] agreed to extend the term of the Agreement another forty-two (42) months on October 22, 2013.  Mr. and Ms. [redacted] completed their Agreement terms and have been on a month-to-month term.  Vivint’s records show that Ms. [redacted] contacted Vivint on July 3, 2017 and asked about upgrade offers.  Vivint’s representative gave her an offer based on another extension of the Agreement. Ms. [redacted] advised that she would think about it, but never called back to accept the offer or cancel the Agreement. At this time, Vivint agrees to the above resolution in this matter.  Mr. and Ms. [redacted] requested cancellation as of February 8, 2018 and they have 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

August 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: 9/15/2014           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 took over her father’s account with Vivint. Once the system was setup in her home, Ms. [redacted] found the account for her father was still active. In addition, her father’s account was sent to collections. Ms. [redacted] desires for her father’s account to be closed and pulled from collections, and for Vivint to upgrade her equipment.A representative from Vivint has reached out to Ms. [redacted] in an effort to resolve this matter. Ms. [redacted]’s father’s account has been pulled from collections, and Vivint has closed the account. Vivint also quoted an upgrade offer to Ms. [redacted]. This offer was waiving the cost of the upgrading the panel. Additionally, Ms. [redacted] was also quoted lower than retail prices adding cameras on to the system; these prices varied depending on the renewal length of the Agreement. Vivint’s records indicate Ms. [redacted] declined this offer. Although Vivint feels the above offer is fair, Vivint would like to assist Ms. [redacted] further. If Ms. [redacted] agrees to one of the previously quoted contract lengths, Vivint will waive the cost of (1) camera of her choosing in addition to waiving the cost of the panel. Ms. [redacted] would be responsible for the total cost of any additional camera. If Ms. [redacted] wishes to take advantage of this offer, I would advisor her to contact Vivint at [email protected].   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 3, 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 22, 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 he has experienced equipment complications with his security system that have not been resolved. Mr. [redacted] further states that he has experienced difficulties with Vivint’s scheduling Department.  Mr. [redacted]  desires cancellation of his agreement without penalty.   Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on September 22, 2016 with an initial term of forty-two (42) months, a monthly services fee of $70.99, plus any applicable taxes, during that term.   After further review, Vivint agrees to cancel Mr. [redacted]’s agreement with Vivint, following retrieval of the equipment from Mr. [redacted]’s home. Once Vivint receives this equipment, his Agreement will be cancelled and he will have  no further contractual obligation to Vivint. I advise Mr. [redacted] to contact Vivint’s Customer Loyalty department at 1-800-216-5232 to schedule this appointment.     If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

May 4, 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: August 16, 2010                                                               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 representative and Ms. [redacted] have agreed upon a resolution. The [redacted]s have 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

October 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2015           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 his doorbell camera has not worked properly. Mr. [redacted] desires cancellation 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 August 15, 2015.   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] plus any applicable taxes 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’s records further indicate that Mr. [redacted] has an appointment scheduled for October 17, 2015. Vivint believes the issues with his system will be resolved following this appointment. If Mr. [redacted] experiences further issues with the same equipment within thirty (30) days of this appointment Vivint will review his account for a no penalty cancellation. 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 would like to reject the offer of Arbitration for complaint ID [redacted].  Just not worth my time even though the company has been fraudulent and did not deliver services that were working, prompting me to have to cancel my services and incur more fees for cancelling  
Sincerely,
[redacted]

February 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 14, 2008...

          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.  Vivint will cancel her account upon return of the new panel, and she will have no further obligation to Vivint.  Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: June 30, 2016           To Whom It May...

Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative has recently reached out to Mr. [redacted] to address his concerns. Vivint believes this matter will be resolved to Mr. [redacted]’s satisfaction once the alarm system has been removed from his home on August 25, 2016. 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

December 1, 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 16, 2010             Date of Addendum: October 20, 2015                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that his account was incorrectly charged $103.00. Mr. [redacted] requests cancellation of his account and a refund of $103.00.   Vivint has agreed to issue a refund of $103.00 which will go back in his account within 7-10 business days. Vivint apologizes for any undue delay or inconvenience this may have caused. In addition, Vivint will cancel Mr. [redacted]’s account. Mr. [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

November 22, 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 16, 2015                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he has moved to an unserviceable area by Vivint. Mr. [redacted] requests cancellation of his account.   Vivint’s records indicate that Mr. [redacted]’s account has been cancelled and the balance has been waived. Vivint apologizes for any undue delay or inconvenience this has 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

August 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: June 27, 2015            To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal Mr. [redacted] desires Vivint to apply the promised credit of $100. Vivint has placed a credit of $100 to Mr. [redacted]’s account as of July 22, 2016. 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

Complaint: [redacted]
I am rejecting this response because:As a customer of vivint I rely on the company to monitor my alarm system. I called into vivint because my alarm did not notify the panel of a fire.   I cannot tell if and when the fire alarm is or isn't connected to the panel. I only requested that the alarm in the dinning room be disconnected . It appears to me that, one vivint took it on themselves to  disconnect all alarms from the panel or two, Vivint is not a reputable business and can't back up what they offer. I am not making this complaint about the alarm that I had disconnected. It's the fact that I pay for this monitoring system and it malfunctioned/ didn't do what it's supposed to do.. I have this alarm system for that peace of mind.   Will this alarm do this again? If someone breaks into my house will it go off. I don't know.
Sincerely,
[redacted]

February 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 2015           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that she has experienced technical issues with her system. She desires cancellation of her Agreement without penalty.Vivint agrees to cancel Ms. [redacted]’s account upon the return of the equipment which was installed in her home.Vivint records indicate that Ms. [redacted] has contacted Vivint on multiple occasions regarding connection issues with her Vivint doorbell camera. On each occasion Vivint was able to resolve these connection issues via over the phone troubleshooting. Vivint remains able to resolve Ms. [redacted]’s technical issues.However, despite this information Vivint agrees to the above resolution. Vivint asks that Ms. [redacted] contact Vivint’s Customer Loyalty department by phone at (800) 216-5232 ext 5020 to arrange for removal of the equipment and cancellation of her system.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
16, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: September 9, 2010To Whom It May Concern:I
have reviewed the information provided by [redacted] and
appreciate the opportunity to respond. A
representative from Vivint has recently contacted [redacted] in an effort to
resolve concerns. Vivint’s records indicate that this matter has been resolved
to [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]