Vivint Smart Home Security

Revdex.com: They finally refunded the illicit charges made in February. As long as they don't try to take any more money then the complaint has been resolved. Thank you, Revdex.com, for your assistance in this matter.
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]

May 3, 2016
Revdex.com of Utah3703 W 6200 S
Salt Lake City, Utah 84129
RE:      Consumer Complaint Case #: [redacted]
            Complainant: [redacted]...

[redacted]
            Vivint Account #: [redacted]
             Date of Agreement: March 7, 2016
            
                                               
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 Ms. [redacted] in an effort to resolve the [redacted]’s concerns. 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: ###-###-####, attention Department 160 – Legal.           
Sincerely, Nathan *. W[redacted]

September 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 27, 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 her equipment has not worked properly and her camera was never installed. Ms. [redacted] desires cancellation of the account.Vivint’s records indicate that Ms. [redacted] did call in and request to cancel within her right of rescission period. Vivint will honor Ms. [redacted]’s cancellation request. I would advise Ms. [redacted] to call into Vivint to schedule a time for the removal of the Vivint equipment. Ms. [redacted] can direct the Vivint agent to case [redacted] on her account for this approval. Upon removal of the Vivint equipment Ms. [redacted]’s account will be cancelled and a formal letter of cancellation will be sent to Ms. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

July 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Lorine D[redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 2009           To Whom It May Concern:I have reviewed...

the information provided by Ms. D[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. D[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. D[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]

June 2, 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 22, 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 contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled and removed from collections. Mr. [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

January 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: August 24, 2016           To Whom It May Concern:  I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal Ms. [redacted] states that she has not been contacted by Vivint to schedule an appointment to have the alarm system removed from her home. Vivint has contacted a [redacted] at the number provided by Ms. [redacted], an appointment has been scheduled for January 30, 2017. Vivint believes this matter will be resolved upon removal of the alarm system. 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

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

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

August 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: April 29, 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 his alarm panel caught fire and that the damages would cost $5000 to repair. Mr. [redacted] desires to be reimbursed for his insurance deductible and cancellation of his System Purchase and Services Agreement (“Agreement”).  Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty provided Vivint can remove the equipment from his home. After review of Mr. [redacted]’s Home Damage claim, Vivint has extended a settlement offer of $500 and a free carpet cleaning service. Vivint believes this amount will be sufficient in repairing the damage done to his home and has not received any other documentation of additional damage or deductible amount so further assessment can be made. I would advise Mr. [redacted] to send in any additional documentation to [email protected] so another review of his claim can begin. Vivint has also offered to hire a contractor to repair any damage done to Mr. [redacted]s home free of charge. It is important to note that Mr. [redacted]’s Agreement states that Vivint is not an insurer of his property and has a limitation of liability in situations such as this. Mr. [redacted] may contact his claim manager should he desire to accept Vivint’s previous offers.  Alternately, he may contact Vivint’s Legal department or the representative who has reached out to him with any documentation showing his deductible or damage totaling more than $500.00, or to cancel his Agreement and have the equipment removed from 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: ###-###-####, 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]

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

December 22, 2015 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 29, 2015                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

January 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 15, 2012           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that his agreement ended in November 2015, but Vivint continued to charge him monthly service fee. Mr. [redacted] desires a refund of $140.00. 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 $[redacted] each month, plus applicable taxes, during that term. As such, the initial term of the agreement would have lapsed on November 15, 201, however in section 2.4 it states:   The initial term of this agreement begins on the day this agreement is signed and continues for fourty-two (42) months, and will automatically continue from year to year therafter unless cancelled by wither of us in writing no later than thirty (30) day before the end of the original term or any renewal term. Vivint received Mr. [redacted]’s written notice of cancellation on November 17, 2015. Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. Vivint billing account shows Mr. [redacted] account already refund a payment of $[redacted] on January 21, 2016 for a payment drafted in January 2016. Although the charges are vaild from December 2015, Vivint has agreed to refund Mr. [redacted] a second payment of $[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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 23, 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 3,...

2014          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 recently inquired about canceling his Agreement, but has received conflicting answers regarding the length of his Agreement term.  Mr. [redacted] desires written confirmation that he has 14 or 15 months left in his Agreement, which would fulfill the initial term.  A representative from Vivint has contacted Mr. [redacted] via email to confirm that the remaining term of his Agreement is 15 months, and that his Agreement was not extended at the time of his move.  Vivint has also offered a reduced payoff of the Agreement, should Mr. [redacted] desire to cancel prematurely.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]

October 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 12, 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] alleges she has attempted to install her Vivint system at her new home, but the field service professionals have not showed to the scheduled appointments. Ms. [redacted] desires the installation of the system in a timely manner. Vivint’s records show that Ms. [redacted] first notified Vivint of her move on September 28, 2015. Vivint scheduled an appointment to move her system for October 14, 2015. The assigned Vivint field service professional was unable to locate Ms. [redacted]’s home. The field service professional attempted to contact Ms. [redacted] for directions, but was unable to reach her. A similar event occurred on a work order scheduled for October 21, 2015. Currently Ms. [redacted] has a work order scheduled for October 30, 2015. To assist Ms. [redacted], Vivint has agreed to apply a credit to her billing account in the amount of $[redacted], which will cover three (3) months of monitoring fees. One month of system down time, and two month as a goodwill credit to assist Ms. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 19Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, 2017          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 her Nest Thermostat was installed incorrectly resulting in her heater running incorrectly. Ms. [redacted] requests that Vivint correct these issues and pay to repair any damages.  A Vivint technician has been dispatched to Ms. [redacted]’s home. Vivint’s technician indicated the thermostat was installed correctly. The technician adjusted the thermostat settings and instructed Ms. [redacted] on how to operate the thermostat. Vivint’s technician indicates that no damage was done to Ms. [redacted]’s home and no refund is warranted 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

February 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 2010            Date of Addendum: May 17,...

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 attempted to cancel her Agreement, but was told she was still under the Agreement. She does not recall renewing the Agreement. She desires cancellation of her agreement without penalty.A representative of Vivint has recently attempted to contact Ms. [redacted] in an attempt to resolve her concerns. At this time, Vivint is willing to cancel Ms. [redacted]’s Agreement. Vivint’s records show that on August 12, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] and Mr. [redacted] regarding their alarm service on May 17, 2016. Mr. [redacted] represented that he was interested in extending the term of his Agreement. Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed. Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:  You understand that this call is being recorded, and you agree to extend the term of your agreement thirty 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. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint. She may contact Vivint if she has 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

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]