Vivint Smart Home Security

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

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

October 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, 2007           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s Vivint Agreement has been cancelled and she has no further obligation to Vivint. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. 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 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]

January 3, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: June 27, 2015                                                   To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Ms. [redacted] explains that her equipment was out of commission for an extended time period.   Ms. [redacted] did not notify Vivint of the system issues until October 19, 2017. Vivint sent a technician to her home within 2 days to fix the system. During this appointment, the technician offered to fix the system; however, Ms. [redacted] declined this offer.   As previously offered, Vivint is willing to fix Ms. [redacted]’s equipment and refund four months or payments. If Ms. [redacted] would like to take advantage of this offer, she may contact [email protected].                         If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

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

November 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: May 3, 2010...

          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns, and an email has been sent to provide contact information.  Vivint is willing to work with Ms. [redacted] toward her desired resolution.  She may contact Vivint’s representative directly to discuss and resolve this matter. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, 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]

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

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]

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

August 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

December 9, 2016           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. Ms. [redacted]’s monthly services fee for the remainder of her Agreement term is $60.99, plus any applicable taxes, as stated on her signed Agreement.  Currently, there is a credit of $90.99 on her billing account.  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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Kirk [redacted]

November 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: July 26, 2007         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 cancelled her account but was still charged for service. Ms. [redacted] desires cancellation and a refund for $104.97. Vivint’s records indicate that Ms. [redacted]’s notice of cancellation is dated for June 29, 2015. A notice of cancellation must be sent thirty (30) days before an account will be cancelled. Ms. [redacted]’s account was charged within this thirty (30) day cancellation period on July 27, 2015. A refund for this date is not warranted. Never the less Vivint will refund July’s payment as an act of goodwill and the payment made in August of 2015, no other charges were processed after August of 2015. Ms. [redacted] will receive a total refund of $[redacted] sent to her home in the form of a check, Ms. [redacted]’s account is cancelled and she 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

August 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 2, 2014          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that he is unsatisfied with Vivint’s previous response. Mr. [redacted] alleges when he spoke to the Vivint representative on August 17th, the representative told Mr. [redacted] that sending a magnet was a waste of time. Mr. [redacted] desires the repair of his system in a timely matter, or the cancellation of the account without penalty. Vivint maintains its stance in regards to Mr. [redacted]’s case. I have review the telephone call on August 17th between the Vivint representative and Mr. [redacted]. At no time does the representative state that sending a magnet would be a waste of time as Mr. [redacted] alleges. Mr. [redacted] declined the offer, and requested a Vivint Field Service appointment. Mr. [redacted] has declined any offer to mail out the magnet. Mr. [redacted] has an appointment to resolve his concern with his window sensor on September 8th, the soonest available appointment in his area. Vivint’s records indicate that his system is functioning properly and that the alleged malfunctioning sensor is currently reading as closed. Cancellation of Mr. [redacted]’s account without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted], however Vivint will take 40% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.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 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

August 8, 2016 Revdex.com of Utah3703 W 6200 SSalt 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, Ms. [redacted] alleges that she cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint.  Ms. [redacted] desires a refund of $80.99.   Vivint records indicate that a refund in the amount of $80.99 is being sent back to the checking account on file, to refund the monies paid to Vivint by Ms. [redacted] as of August 8, 2016.  Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint. Please note, due to banking regualations refunds may take up to 10 business days to reflect on the account. I apologize 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 14, 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 12, 2015           To Whom It May Concern: I have reviewed the response provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Due to the fact that Vivint attempted to install the cameras and Mr. [redacted] canceled the appointment to do so; cancellation without paying the cancelation fees is not warranted. In an effort to assist Mr. [redacted] Vivint is willing to increase the discount offered from 25% to a 50% discount on Mr. [redacted]’s cancelation fees.Mr. [redacted] may contact the Vivint representative who reached out to him directly regarding how he would like to proceed or 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me but I do accept the out come no  choice . I will not recommend this company to no one. thank you for your help
Sincerely,
[redacted]

July 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June, 16, 2017        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 cancelled Vivint, but he has not received a refund of the monies he paid to Vivint.  Mr. [redacted] desires a refund of all payments made to Vivint.  A representative from Vivint recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that a refund in the amount of $83.52 has being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted] on July 10, 2017. Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint. I apologize 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