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: July 12, 2014           To Whom It May Concern:In her rebuttal, Ms. [redacted] is requesting cancellation of the account stating she felt Vivint did not proper service.  Vivint maintains its stance in regards to Ms. [redacted]’s account. Vivint attempted to procure a sooner appointment to resolve the concern with her thermostat, but records indicate the thermostat was resolved with a technician visit on December 19, 2015. Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 40% off the payoff amount, bringing it to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint has credited her account two months of service for free. If Ms. [redacted] wishes to take advantage of either offer, I would advise her 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]

Complaint: [redacted]
I am rejecting this response because:The $65.39 credit was the second month of service free that I was promised when I signed up. I was promised the gift card in addition to that. The second credit of $59.99 was given because I spent hours on the phone trying to get my gift card. Your rep told me I would still get the gift card in addition to the $59.99. I have the date and time of that call so you can go back and listen to recorded call. The $15.00 was a credit because the installer never showed up and I had taken the day off work. You should contact your sales associate that promised the gift card and have them send it to me or give me a $100 credit to my bill. I was satisfied with service which is why I got a referral credit but I will not be recommending again of this is not resolved. 
Sincerely,
[redacted]

August 18, 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: June 3, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by the [redacted] and appreciate the opportunity to respond.   In their complaint, it is explained that they moved and no longer need the service. They further explain that they were misled regarding the cancellation policy. The [redacted] request cancellation of their account.   At this time, Vivint has agreed to immediately cancel the [redacted]’s account.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on June 3, 2014.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $53.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite the above information, the [redacted] have 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]

Complaint: [redacted]
I am rejecting this response because:
Vivint, and its representative, Nathan *W[redacted], reply that "
a
doctor's note stating that the account holder does have a disability and cannot
use the system" and that "Vivint still requires this documentation before an
account cancellation can be considered..." adds yet another layer of mental and financial burden on
my sisterPerhaps they do not understand what an undertaking this would
requireAll my personal grievances aside, my year old sister does not have a physician or health care
professional, has not seen one in decades (out of fear and is part of her
condition)The cost of having her take time off work is no small task (and at $per hour, her
sole source of income, she is barely above the poverty line)To find a
mental health care professional to assess then write that ‘note' will incur yet
another several hundred dollars out of pocket as she has no health insurance
through her workWe would ask, politely and with all due respect, Vivint and
MrW[redacted] that, out of conscience and as an act of goodwill on his and the
company's part, to cancel this five year policy for a security system that she is unable to
understand or utilize and has no need of
Sincerely,
[redacted]

May 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: February 22, 2011            Date of Addendum: April 5, 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] states that an appointment to install additional equipment was missed when Vivint’s technician locked himself out of his vehicle. He claims that the technician left after regaining access to his truck around 7:30pm, without installing the equipment. Because of this, Mr. [redacted] is requesting an after-hours appointment and the remaining cost of his contract be covered at Vivint’s expense. At this time, Vivint is willing to offer Mr. [redacted] a free month of service and a free appointment to install the requested equipment. Vivint’s records show that on February 22, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  By signing this Agreement, Mr. [redacted] represented that he understood and accepted the terms. Those terms state that Vivint will install the System during normal business hours, which are generally 8:00am to 5:00pm. By the time the technician regained access to his vehicle, business hours had concluded and Vivint is unable to force technicians to accept overtime. . In resolution to this matter, Vivint agrees to the above offer. Mr. [redacted] may expect a call from Vivint to schedule this appointment within 5-7 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

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 did receive  the check yesterday and deposited it. Please ensure there are NO more charges placed to to my card, as the account is closed.
Sincerely,
[redacted]

August 16, 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: July 19, 2012                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he experienced issues regarding the cancellation of his account. He further explains that he was charged for services for the month of August and is requesting a refund of this payment and overdraft fee.   At this time and out of goodwill, Vivint has agreed to submit a refund of $92.44 to cover the month of August and the overdraft fee. This refund will go into Mr. [redacted]’s 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 22, 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...

10, 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 was told at the time of sale that her Agreement could be cancelled without penalty in the event that she moved, but that she has moved and Vivint refuses to cancel her Agreement.  Ms. [redacted] further states that a monetary penalty for cancellation is not printed on her Agreement, and she desires cancellation of her Agreement without penalty. At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty and to remove her account from outside collections.Vivint’s records show that Ms. [redacted] signed an Agreement on September 10, 2015, in which she agreed to an initial term of forty-two (42) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  The Agreement also indicates that the total cash price for services will be $2,519.58 (plus any applicable taxes).  Despite the validity of Ms. [redacted]’s signed 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

February 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: September 12, 2014           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that while a Vivint technician was at her home he dropped a battery that made her home smell like smoke. Ms. [redacted] further explains that she had been working with a Vivint representative who offered her $300 for the incident and asked Ms. [redacted] to sign a document. Ms. [redacted] states that she refused the $300 and to signed the document. As such, Ms. [redacted] requests $500 for the incident in her home.Vivint’s records indicate that the only damage done Ms. [redacted]’s property was to a rug that had been burned. Ms. [redacted] stated to a Vivint Claim Resolution representative that $25 would cover the cost of the rug. Vivint’s records then show that in an effort to assist Ms. [redacted] the Claim Resolution representative offered to give Ms. [redacted] $250; $25 for the damaged rug and $225 for inconveniences. Vivint’s records state that Ms. [redacted] refused this offer and requested $500, to which the representative responded stating that the most she could offer was $300. Further Vivint’s records show that a settlement agreement form was sent to Ms. [redacted] to sign, however, Vivint has not received the form back. Without the signed settlement form Vivint will be unable to give Ms. [redacted] any compensation. Vivint feels that the offer of $300 to cover $25 in physical damages and $275 for any inconveniences this incident caused is sufficient and that a settlement of $500 is not warranted.If Ms. [redacted] would like to move forward with the settlement offer presented to her by Vivint’s Claim Resolution Department she may sign the settlement agreement and contact the Claim Resolution representative who reached out to 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 8, 2018       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: May 26, 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] explains that he has experienced technical issues with his alarm system. Mr. [redacted] requests that Vivint cancel his account.   At this time, Vivint has agreed to cancel Mr. [redacted]’s account upon receipt of the equipment. Vivint advises Mr. [redacted] to contact the representative who has attempted to contact him via phone and email to schedule an appointment.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on May 26, 2017.   Despite the information mentioned, Vivint agrees to the above resolution.   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:
Sincerely,
[redacted]

May 15, 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: September 20, 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 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  June 28, 2014 To Whom It May Concern: I have reviewed the information provided by Mr....

[redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he is experiencing issues with camera equipment which has not been resolved. Mr. [redacted] desires cancellation of the Agreement without penalty. Vivint’s records indicate that Mr. [redacted] had notified Vivint of the equipment troubles on July 29, 2015, and Vivint’s Scheduling department found appointment for August 22, 2015. Mr. [redacted] contact Vivint once again on August 22, 2015 to verify the appointment. Records indicate Mr. [redacted] notified a Vivint Representative that he would not be available for the service appointment which was cancelled by the agent. A separate call was placed to Vivint on August 22, 2015 in which the resolution was to send Mr. [redacted] a replacement for the equipment having troubles. Vivint’s records indicate that Mr. [redacted] will return the call once he receives the equipment for assistance in setting it up. A representative from Vivint has attempted to contact Mr. [redacted] in an effort to resolve his concerns. At this time, we advise Mr. [redacted] to call our Customer Care department in order to set up the replacement equipment. 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: ###-###-#### attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not pay the tax that was adjusted on my last bill because I thought it was ridiculous that I got February tax on my April bill. The original February tax was calculated wrong in the first place, which is Vivint's fault. If they are charging us extra on taxes, I hate to think how many other customers are over charged, just to put money in Vivint's pocket. I have had billing issues every month since I started with Vivint and I do not believe that this will change. I want my contract cancelled and I wish to be done dealing with this company. I have had to call the company to talk to service representatives at least twice per month to fix over charges or adjust credits that were promised to me. 
Sincerely,
[redacted]

October 20, 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: September 7, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he was supposed to have received a refund of $148.99; however, he has not received it. Mr. [redacted] requests that Vivint refund him that amount.   Vivint’s records indicate that the refund of $148.99 was sent via check on October 7, 2016. He should have received his refund within 7-10 business days from October 7th.   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.
The saleswoman that came in told me that on top of the 3 days I would have 2 weeks to cancel. The representative is a sour apple in the bunch. The system is great but it is not for me.
Sincerely,
[redacted]

August 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Janet T[redacted] Vivint Account #: [redacted] Date of Agreement: May 31, 2012           To Whom It May Concern:I have...

reviewed the information provided by Ms. T[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. T[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. T[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]

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, as long as my balance with Vivant is zero for the address: [redacted].
Sincerely,
[redacted]

August 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

 November 30, 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] states that he had a doorbell camera installed but it never worked, and that he had his service changed but his doorbell has not yet been restored to its original state. Mr. [redacted] states that he has requested that an electrician be sent to his home, but that Vivint has not resolved the issue with him.  Mr. [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty, or credit for the months of service he was not receiving and credit for electrician charges.  At this time, Vivint has applied a credit of $59.99 to Mr. [redacted]’s billing account, to cover a month of service.  The portion of Mr. [redacted]’s monthly service fee for the doorbell camera is $5.00, which he paid for seven (7) months before having the doorbell camera replaced with an indoor camera.  As such, downtime credit for the doorbell camera would be $35.00; however, Vivint has applied a full credit of $59.99.Vivint’s records indicate that Mr. [redacted] notified Vivint of his problems with the doorbell camera, and that Vivint’s Claim Resolution department had his transformer replaced through a third party contractor on February 11, 2016.  An additional claim for the doorbell was opened on June 6, 2016, and a representative from Vivint attempted to contact Mr. [redacted] in an effort to provide repair or a settlement.  Vivint’s representative attempted to contact Mr. [redacted] via phone and email until July 11, 2016 and received no response since June 8, 2016.  This representative will reach out to Mr. [redacted] via phone and email again in order to resolve this matter.  Pursuant to the signed Agreement of November 30, 2015, Mr. [redacted]’s service has an initial term of forty-two (42) months and cancellation of the Agreement without penalty is not warranted at this time.  However, Vivint agrees to the above resolution and will again attempt to contact Mr. [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]Chief Compliance Officer

May 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April 3,...

2010        Date of Addendum: November 16, 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 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 agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on April 3, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on November 16, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in exchange for additional equipment for the same monthly rate.  Based upon this representation, Vivint offered a sixty (60) 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 sixty 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 validity of this extension, 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