Vivint Smart Home Security

January 27, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 2, 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 system has caused electrical issues in his kitchen. He requested assistance from Vivint, but states Vivint did not show to scheduled appointments. Mr. [redacted] desires the removal of the system and the cancellation of his Vivint agreement without penalty.  Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on December 4, 2017. Vivint attempted to schedule an appointment, but the phone call dropped prior to setting an appointment. Mr. [redacted] again called Vivint on January 3, 2018, and a request for an appointment was sent to Vivint’s Scheduling department. According to Vivint’s records, Vivint was unable to confirm the appointment so the appointment was cancelled. A Vivint Field Service Professional was dispatched to Mr. [redacted]’s home on January 19, 2018. The Field Service Professional noted he was able to resolve the equipment concerns. A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns. To assist Mr. [redacted], Vivint has agreed to apply a credit to his billing account in the amount of $161.98, which will cover three (2) months of monitoring fees. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Gary H[redacted] Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the information...

provided by Mr. Gary H[redacted] and appreciate the opportunity to respond. In his complaint, Mr. H[redacted] alleges that his mother was pressured by a Vivint representative, and did not know that she was entering into an agreement with Vivint.  Mr. H[redacted] desires cancellation of her mother’s agreement without penalty.After further review, Vivint agrees to cancel the Agreement with Lynette H[redacted] upon the retrieval of the equipment in the home. Vivint advises Mr. H[redacted] to call in to our Customer Loyalty Department at [redacted] or speak with the representative with whom he has been working to schedule an appointment for the removal of the 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 4, 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 13, 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 was informed they would not be able to receive an outdoor camera. She then states that a technician told her that an outdoor camera could be installed for only $10.00 added to her monthly fee, but was denied her request when she called Vivint to have the camera added. Ms. [redacted] is requesting an outdoor camera for the $10.00 a month she was told. At this time, Vivint is willing to offer Ms. [redacted] an outdoor camera for the $10.00 a month fee she is requesting, as well as the standard $129.00 installation fee.Vivint’s records show that on July 13, 2016, Ms. [redacted] signed a Schedule of Equipment and Services detailing what equipment she would be receiving. An outdoor camera was not listed. By signing this agreement, Ms. [redacted] represented that she understood and accepted that an outdoor camera would not be included in the initial installation. However, additional equipment can be purchased at any time at the customer’s will. Vivint’s standard pricing is $199.00 for the camera and a $249.00 installation fee, and any offers made by the technician are not contractually binding.  Despite the above information, in resolution to this matter, Vivint will offer to install the outdoor camera for an additional $10.00 a month for the rest of the term, and a $129.00 installation fee. Ms. [redacted] may contact Vivint’s representatives to schedule the appointment at her convenience.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 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]

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.  I appreciate your help in this matter.  They are still no telling the full story, but I am happy that this is finally resolved.
Sincerely,
[redacted]

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

October 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, 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 is being resolved to Mr. [redacted]’s satisfaction.  Mr. [redacted] may contact Vivint’s representative 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: ###-###-####, 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].  Though I have not yet received the check, upon doing so I will consider the matter closed.
Sincerely,
[redacted]

September 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 18, 2014           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. If Ms. [redacted] has any questions she may contact the representative she 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

I have question can some one from legal give me a call I would be willing to keep the contract with the waiving of those fees but I need it moved to a different location and I would like to convert my contract to my business I may be reached at ###-###-#### Ivan can pick the system up immediately and reinstall in after the holidays and I would be willing to go ahead and make the payment on time but I would to communicate this and have an understanding and if this is not doable then my other 66.00 is to be refunded and you can pick up the equipment ASAP

December 30, 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: June 12, 2013                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her letter, she alleges that she has been experiencing system and appointment complications. She wishes to have her account cancelled without penalty. Vivint apologizes for the inconvenience Ms. [redacted] has experienced and has agreed to cancel her account without penalty. A representative from Vivint has recently contacted Ms. [redacted] through email and an attempted phone call in an effort to resolve her concerns. If Ms. [redacted] has any questions, she may contact this representative. 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]

February 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 20, 2016            Date of Addendum: January 24, 2018 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. At this time Vivint is willing to void Mr. [redacted]’s Verbal Addendum that took place on January 24, 2018 and to honor Mr. [redacted]’s initial Agreement.Vivint’s records show that on April 20, 2016, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Mr. [redacted]’s initial Agreement expires on October 20, 2019.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $999.80; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $499.90.  Alternately, Vivint would like to offer Mr. [redacted] a reduced monthly rate by $10.00 for the remainder of his initial term.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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 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]

October 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 4, 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] 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

August 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 25, 2010           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted] complaint she explains that she was told that it would take 30 days to cancel her account after she sent in a Notice of Cancellation on July 25, 2016. Ms. [redacted] desires her account to be canceled as of July 25, 2016.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted] satisfaction. Ms. [redacted]’s account has been canceled as of August 8, 2016 without any further payments or fees. Ms. [redacted] no longer has any obligations to Vivint. Ms. [redacted] may contact Vivint’s representative directly if she has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:I called Vivint's Loyalty Department as instructed by response from Nathan W[redacted] CCO on 7/12/17 to request the equipment to be picked up. They of course have no appointments available for the next two weeks. They will escalate a ticket and let me know when someone can come out and retrieve their equipment. If someone can expedite the process as I am anxious to be done with this company. It is not my obligation to make sure they pick up their equipment. As a customer the only things under my control are to make a request and be available whenever the technician is scheduled. I have done my part by requesting for them to pick up their equipment.  Per Vivint's part they agree to no longer hold me under contractual obligation.
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]

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: Gene J[redacted] Vivint Account #: [redacted] Date of Agreement:  July 31, 2014 To Whom It May Concern: I have reviewed the information...

provided by Mr. J[redacted] and appreciate the opportunity to respond. In his complaint, Mr. J[redacted] alleges that he has experienced system troubles that have not been resolved. Mr. J[redacted] further alleges that Vivint has not allowed for the cancellation of the Agreement. He desires the removal of the equipment and cancellation of the Agreement.Vivint’s records indicate Mr. J[redacted] has notified Vivint of this concern, and a Vivint Field Service Professional was dispatched to Mr. J[redacted]’s home on July 28, 2015 to resolve the equipment concerns. A representative has recently contacted Mr. J[redacted], in an effort to resolve his concerns. Vivint’s records indicate that these issues have been attended to and resolved. Should you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted] attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]

January 9, 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 26,...

2011        Date of Addendum: July 1, 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 recently attempted to cancel her Agreement with Vivint, but was advised that she had extended the term over the phone and would be unable to cancel. Ms. [redacted] believes that she was misled regarding the extension, and she desires cancellation of the Agreement without penalty.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on May 26, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on July 1, 2015.  Ms. [redacted] represented that she was interested in extending the term of her Agreement to keep her low monthly services fee.  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.  Although Ms. [redacted] is within the extended term of her Agreement, Vivint agrees to the above resolution.  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: 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]