Vivint Smart Home Security

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]

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]

September 25, 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: N/A                                                               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 misinformed regarding the term length of the contract and the equipment charges. Ms. [redacted] requests that her account be cancelled and that she receive a refund.   Vivint’s records indicate that Ms. [redacted]’s account has been cancelled and her refund was issued on September 19, 2017. Ms. [redacted] will receive her refund within 7-10 business days from the issue date.   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 10, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Adrian W[redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2013           To Whom It May Concern:I...

have reviewed the information provided by Mr. W[redacted] and appreciate the opportunity to respond. In his complaint Mr. W[redacted] alleges that he cancelled his agreement and should have been refunded for one month’s payment. Mr. W[redacted] desires a refund. A representative from Vivint has recently attempted to contact Mr. W[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. W[redacted]’s satisfaction. A refund has been processed to Mr. W[redacted], I would advise him to call into Vivint if he has not received his refund. 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 *. Wilcox

April 27, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2014          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that Vivint did not provide service in the area of her new home at the time of the move, and that there was some confusion with Vivint representatives regarding a phone call on June 15, 2014.  Ms. [redacted] desires cancellation of the Agreement with a settlement payment of $600.00.Vivint’s records indicate that the phone call in question on June 15, 2014 was the set up of the Vivint system at the [redacted]’s home in North Dakota.   When Mr. [redacted] notified Vivint of his move to Florida, a takeover of the account by the new homeowners was pending.  The third party decided not to take over the account.  At this time, Vivint has agreed to cancel Mr. [redacted]’s account with the proposed settlement of $600.00.  A representative has contacted Mr. [redacted], and the payment has been processed.  Mr. [redacted]’s account has been cancelled, and he 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

July 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Vanessa H[redacted]  Vivint Account #: [redacted]  Date of Agreement: June 8, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. H[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. H[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved with a service appointment on July 27, 2015. If Ms. H[redacted] is still in need of assistance, I would advise her to contact who has been trying to speak with her. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]

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

March 13, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 26, 2017           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s legal department is responsible for handling all Revdex.com Complaints.Mr. [redacted] may contact Vivint’s Home Damage Department at 801.229.6547 to have the damage repaired 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

December 7, 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 26, 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 Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved with Mr. [redacted].  He may contact Vivint’s representative with any further questions or concerns he may have.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.
Sincerely,
[redacted]

March 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 18, 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 has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative directly if she requires any additional assistance. 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, however it is important to note for future that their response states incorrectness. I have it recorded in a voice conversation with them on 3/4/2016 was when I canceled the service. Well within the 30 day cancelation period. It wasn't until they failed the new contract and continued to bill for the Old address that they told me to put it in writing. That writing was done in compliance to the rep stating, "then credit can be issued." Which on several calls later went to "we don't give credit." Vivint should know that they're not the only ones recording calls, and they should review these calls to see that their representatives make false statements, give their customers the runaround, and even resort to blackmail, "You will schedule an installer or pay the amount billed anyway."
Sincerely,
[redacted]

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]

January 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 12, 2017           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of her 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 $65.99 each month, plus applicable taxes, during that term.  Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after September 2017.  As such, the account was cancelled for non-payment on October 29, 2017, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
We will pay the $372.54.  A check can be expected at Vivint in a few days when we can get a mailing address.  Thank you.  [redacted] and [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

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: October 21, 2014           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]Chief Compliance Officer

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

June 3, 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 14, 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 realized shortly after installation of her system that she would need internet connection to use her cameras remotely.  Ms. [redacted] further states that Vivint’s sales representative told her she would have 60 days to try the system, but when she requested cancellation Vivint advised that she was past her 3-day Right of Rescission period and could not cancel.  Ms. [redacted] is now in collections, and desires cancellation of her agreement without penalty.A representative from Vivint has attempted to contact Ms. [redacted] and has sent her an email with contact information.  Vivint is willing to offer either: cancellation of the Agreement and removal of the account from collections if the equipment can be retrieved from Ms. [redacted]’s home, or reinstatement of the service at no cost and a reduced monthly services fee of $53.99 for basic security.Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, with an initial term of sixty (60) months and a monthly services fee of $60.99, plus applicable taxes, during that term.  This Agreement provides a Right of Rescission period of three (3) business days, during which time a customer may cancel for any reason.  Ms. [redacted] completed a telephonic Pre-Installation survey with Vivint’s Account Creation department on May 14, 2016 in which she represented that she understood the terms of her Agreement and that her sales representative had not made any promises which were not written on her signed Agreement.  Vivint relied on these representations at the time of sale to ensure that Ms. [redacted] understood her commitments to Vivint and her right to cancel within the given period. Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after September 2016.  As such, the account was transferred to an outside collections agency after 120 days of non-payment.  Despite this information, Vivint agrees to the above resolutions.  Ms. [redacted] may contact Vivint’s representative to accept one of these offers and with any further questions or concerns in 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