Vivint Smart Home Security

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]

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

I am really sorry but I will have to reject this offer too,
The response you got from Vivint is a canned responseIf
you check your last emails they are the sameI called Vivint and nobody
there will even admit they have a Nathan W[redacted] working there much less let me
talk to himI did send them all the documents they asked forNo word as of
yet. I sent them to the address in the
email and I will let you know if I ever hear backI also have someone from the attorney
general and consumer affairs working on this and I will let you know what
happens but for now please do not close this complaintThanks for the offer of
binding arbitration but my lawyer says it is not stated in the Vivint contract
so I am free to sue for some real damages if it comes to thatAgain thanks for your time and
effort and I will keep in touch
Complaint: [redacted]
Sincerely,
Douglas F[redacted]

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

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

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

October 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 25, 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 he was misled by a Vivint sales representative, and has experienced equipment concerns. Mr. [redacted] desires the cancellation of the agreement without penalty After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. An appointment has been scheduled for the removal of Vivint’s equipment on November 6, 2015.  A refund of $75.00 has been refunded to the credit card Vivint has on file for Mr. [redacted]’s account.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

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]

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

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 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

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. Upon reading the resolution to my complaint, I in fact called and verified that my account was indeed canceled and the representative said that I should receive no further bills from Vivent. Dakota also stated that if I should receive a bill from Vivent to call back in and that it would be corrected. I appreciate the quick response and resolution to my complaint. 
Sincerely,
[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]

November 29, 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: May 26, 2008                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In May 2016, Vivint informed Ms. [redacted] that she would need to upgrade her system. Ms. [redacted] is fully responsible for her Agreement with Vivint and she did not contact Vivint again regarding the account until more than one year after being informed of the need to upgrade. Vivint will not be refunding 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:
 Revdex.com Consumer Complaint Case #[redacted] - Rejecting Business Response of 02Feb2018.  My Response of February 06, 2018 follows: The service related problems I have experienced originate with and are solely the responsibility of VIVINT Inc., specifically the erroneous installation errors, subsequent problems and issues with their proprietary equipment, proprietary software, software engineer support for their equipment and iOS applications, all of which originate and reside as the sole responsibility of Vivint Inc.. No less than six (6) Vivint Field technicians have been dispatched to my home for service related issues over many months, a couple of these field technicians more than once. In approximately eight (8) months, NOT ONE OF THESE VIVINT FIELD TECHNICIANS fully tested nor found the existing undetected intrusion vulnerability for two bedrooms in my home, until I myself discovered the serious undetected intrusion vulnerability in December 2017. Incompetence, negligence, oversight, human error, for those concerned, call it what ever you want. Vivint destroyed my trust for their proprietary products, services and support as of mid December 2017. VIVINT IS SOLELY RESPONSIBLE FOR THIS. Vivint was informed via email and by direct letter correspondence in mid December 2017 (effectively a cancellation notice) to affect immediate removal of their equipment with 100% FULL REFUND over 45 plus days ago. To date VIVINT has ignored my demands for immediate removal specified by confirmed appointment with me for equipment removal, to occur only on a Tuesday or Thursday morning between 8am-11am. It is now February 2018, more than 45 days later and Vivint has failed to pick up their equipment as previously demanded by email and by letter to Vivint corporate in December 2017. VIVINT does appear to have abandoned their equipment as they have ignored my aging service related complaints to mid December 2017, nor has Vivint affected the immediate 100% FULL REFUND as has been demanded of Vivint since mid December 2017. My letters to corporate dated 12/14/2017; 12/21/2017, 12/29/2017 and 01/05/2018 have resulted in NO RESPONSE from the CEO or his direct representative pertaining to those four (4) letters of correspondence to the CEO. It was only after filing my Revdex.com complaint on January 8, 2018 that VIVINT began to take an interest. THIS REFLECTS A PATTERN BY VIVINT. VIVINT IS SOLELY RESPONSIBLE FOR THIS. VIVINT MAY REMOVE & PACKAGE THEIR PRODUCTS WITH A CONFIRMED APPOINTMENT BY EMAIL WITH ME BETWEEN 8AM-11AM THURSDAY MORNING FEBRUARY 22, 2018. VIVINT MUST CONFIRM THIS TIME AND DATE BY EMAIL A MINIMUM OF FIVE 5) BUSINESS DAYS IN ADVANCE OF THE SELECTED APPOINTMENT DATE FOR THE REMOVAL OF THEIR EQUIPMENT. VIVINT HAS ALREADY WASTED SEVERAL WEEKS (over 45 days) AND NUMEROUS OPPORTUNITIES TO AFFECT REMOVAL OF THEIR EQUIPMENT SINCE MID DECEMBER 2017. FAILURE OF VIVINT TO AFFECT REMOVAL DURING THE SELECTED TIME AND DATE ONTHURSDAY FEBRUARY 22, 2018 APPOINTMENT PERIOD EFFECTIVELY DEMONSTRATES VIVINT HAVING ABANDONED THE PRODUCT. DISPOSAL OF THE EQUIPMENT WILL THEN DEFAULT TO MY DISCRETION. VIVINT IS SOLELY RESPONSIBLE FOR THIS. My CANCELLATION with VIVINT effectively took place in mid December 2017 for this resident and former subscriber. GIVEN my personal experience with numerous service related problems with VIVINT products and services, I DO NOT want to continue these experiences with VIVINT. VIVINT HAS DESTROYED MY TRUST IN THEIR PROPRIETARY PRODUCTS AND SERVICES AS OF MID DECEMBER 2017. VIVINT IS SOLELY RESPONSIBLE FOR THIS.  My residence requires repairs related to the self adhesives utilized to attach Vivint smaller portable equipment to the Sheetrock finished and painted surfaces of my residence, for the several holes drilled for screws to mount portable equipment to the interior walls, ceilings and exterior wall of my residence. Exterior masonry repairs for holes drilled into the brick and mortar for the exterior camera over my driveway garage door is necessary. I'm handicapped, not able to attend to these repairs myself therefor necessitate the outsourcing these repairs to qualified reputable construction businesses to affect a restoration for a satisfactory repair and resurfacing of these walls and ceilings. The Vivint installation technician in April 2017 damaged my original Honeywell digital thermostat beyond usability as well as the original doorbell ringer when removing these components, both are to be replaced. VIVINT IS SOLELY RESPONSIBLE FOR THIS.  As of February 2, 2018 VIVINT agrees to cancellation only. Agreement by VIVINT for CANCELLATION ALONE IS INSUFFICIENT and does NOT satisfy my expectation and demand for a 100% FULL REFUND of all fees & charges ($972.00) paid to Vivint, this continues to be demanded and expected of VIVINT to satisfactorily resolve this Revdex.com complaint. The portable equipment is disconnected, unplugged from power source and Internet since early January 2018. It is of my opinion that VIVINT had already abandoned their equipment given the number weeks, more than 45 days and numerous opportunities exhausted by Vivint that have passed since mid December 2017 to affect removal of their equipment. VIVINT IS SOLELY RESPONSIBLE FOR THIS. A 100% FULL REFUND of $972.00 dollars (with NO PENALTY) IS BOTH DEMANDED AND EXPECTED OF VIVINT, WHETHER VIVINT PICKS UP THIER EQUIPMENT OR NOT Thursday morning 8am-11am February 22, 2018. IT IS EXPECTED OF VIVINT TO MEET THESE EXPECTATIONS PRIOR TO THE REMOVAL AND PACKAGING OF THE VIVINT EQUIPMENT AHEAD OF THE SPECIFIED REMOVAL TIME AND DATE ABOVE. VIVINT IS SOLELY RESPONSIBLE FOR THIS. --- END OF RESPONSE ---Sincerely,[redacted]
Sincerely,
[redacted]

June 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Lana [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, 2014        To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she was charged a monthly service fee of $69.99 when she should have been charged $53.99. Further that a charge of $130.68 was drafted from Ms. [redacted]’s bank account and it is not justified.Vivint’s records indicate that a refund in the amount of $[redacted] has been sent to Ms. [redacted] in the form of a check for the excess charges of $16 for five (5) months. The charge of $130.68 was a monthly service fee of $[redacted] and a move fee of $99, $6.71 was covered by credits on the account leaving Ms. [redacted] with the charge of $130.68 that was processed after Vivint had installed equipment into Ms. [redacted]’s home. Since Ms. [redacted] had paid for the new equipment during the time of install and in an effort to assist Ms. [redacted] Vivint will place an additional credit of $99 to the account as an act of goodwill, waiving the move fee. Furthermore, Ms. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Cancellation without penalty is not 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

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 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]

October 27, 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: May 13, 2010             Date of Addendum: August 21, 2013                                         To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account.   Vivint’s records show that on May 13, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on August 21, 2013.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.                           Despite the information mentioned, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

September 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 2017           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns.  Vivint request that an appointment be scheduled for the removal of Vivint’s equipment from Mr. [redacted]’s home. I advise Mr. [redacted] to contact a Vivint representative at (801) 221-6728 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