Vivint Smart Home Security

June 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  Jennifer W[redacted] Vivint Account #: [redacted] Date of Agreement:  October 4, 2014 To Whom It May Concern: I have reviewed the...

information provided by Ms. W[redacted] and appreciate the opportunity to respond. In her complaint, Ms. W[redacted] alleges that she moved from their home and learned that they were unable to cancel their account.  Ms. W[redacted] further alleges that she was denied a deferment of her service during the time she is not in her new home yet.  Ms. W[redacted] desires cancellation of her agreement without penalty, and states that she has paid for two (2) months of service she has not used.  Vivint’s records indicate that a representative has contacted Ms. W[redacted], in an effort to resolve this matter.  To assist Ms. W[redacted], Vivint has deferred the service and terms of the Agreement for ten (10) months.  In addition, a credit for two (2) months of service has been applied to Ms. W[redacted]’s billing account for the time she has not been able to use the system.  Ms. W[redacted] will have no service charges for the next twelve (12) months, but only ten (10) of these months will be added to the end of the current Agreement.  Ms. W[redacted] will be responsible for notifying Vivint when she is ready to schedule the installation of a new system in her new home.  In an effort to further assist Ms. W[redacted], Vivint will waive any move or equipment fee for this move.Mr. Garith W[redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Cancellation of the Agreement 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 *. W[redacted]

January 26, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 2017           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to waive the remainder of the contract and cancel the account upon the return of all Vivint equipment. Ms. [redacted] may contact Vivint’s representative directly or the Customer Care department in order to schedule this appointment. After which, Ms. [redacted] will be under no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
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 am not totally satisfied with the response from this "business," but as Vivint has employed shady business practices from the very beginning with not only myself, but also multiple other consumers, it isn't surprising that they would fail to do the right thing in this matter. I am out over $2,000 from dealings with this company, but am just relieved to be rid of them.
Sincerely,
[redacted]

October 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: August 15, 2016           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] states that he has attempted to reach a resolution with Vivint’s claims department but a satisfactory resolution has not been reached. Mr. [redacted] desires a shingle on his roof replaced rather than repaired. Vivint’s sent a handyman to Mr. [redacted]’s residence on September 20, 2016. The handy man filled a hole in Mr. [redacted]’s roof and determined that the repair would be sufficient. Although the handyman left excess putty on Mr. [redacted]’s roof the damage has been repaired and the issue is now cosmetic. Vivint is willing to repair any damage done to a home. However, cosmetic replacement is not warranted as Mr. [redacted] agreed that Vivint would not be responsible for any cosmetic blemishes that resulted from the installation of any devices, as stated in section six of the System Purchase and Services Agreement. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 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 am not satisfied with the response from Vivint. I would like to l ow what company they sold my info to so I can file the complaint against that company
Sincerely,
[redacted]

June 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: October 1, 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] explains that she has had issues with the service. As such, Ms. [redacted] requests that her account be cancelled without penalty.   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow Vivint to recover the equipment from her home. After the equipment has been removed the contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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 received a phone call from Bea B[redacted] with the legal department of Vivint Security and was advised that they would cancel the account immediately and Thomas Rice would no longer be contacted by their company. 
Sincerely,
[redacted] [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]

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

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

July 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Ron H[redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 2014           To Whom It May Concern:I have...

reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond.  In his complaint Mr. H[redacted] alleges that his alarm system has not worked properly. Mr. H[redacted] desires his system to be operational and to be given what he was promised. A representative from Vivint has recently contacted Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. H[redacted]’s satisfaction. Vivint has confirmed an appointment with Mr. H[redacted] on July 15, 2015. 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]

Complaint: [redacted]
I am rejecting this response because: again some one has a hard time reading. I acknowledged that's my signature. What I showed proof is that signature on that document isn't [redacted]'s I went further than a digital signature from a Missouri ID I provided our Mortgage documents with a live wet signature showing [redacted]'s signature differs from that agreement. Also I requested phone records from AT&T that will coordinate the dates and times of my calls since its becoming painfully obvious that someone is lying I'm also in the process of getting Kwikset call history which would further back my point that you all didn't offer assistance that worked to restore the locks functions. I'm moving forward also with filing a complaint with the state attorney general because I also stated I just I agreed I know I signed that agreement which is also two way. The smaller print that's blurred agrees on that contract that Vivint will maintain the equipment you failed the moment I had to get outside support because you wouldn't send anyone to resolve it not only that I'm curious to call recording and account management practices where a bill and withdrawal is done in one persons name but a collection account sent in another persons name
Sincerely,
[redacted]

December 21, 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 23, 2010...

          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 complications with his alarm system for the majority of his Agreement term, and that Vivint charged fees for service visits. Mr. [redacted] further states that he closed the bank account that his payments were being drafted from, and that he recently requested cancellation of his Agreement but was advised that he would need to send a written notice and that he had a past due balance of $300.  Mr. [redacted] believes that the trip fees and the written notice of cancellation are not part of his Agreement, and he desires for Vivint to waive his past due balance that has been sent to a collections agency. At this time, to assist Mr. [redacted] Vivint agrees to cancel his Agreement, waive his past due balance of $310.95, and remove his account from collections.Vivint’s records show that Mr. [redacted] signed an Agreement with Vivint on July 23, 2010, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no later than 30 days before the next renewal term (Alarm System Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on September 26, 2016, but at that time he had a past due balance of $310.95 due to his failure to pay his monthly services fees since April 2016.  Mr. [redacted]’s signed Agreement also states that the customer “will pay a $35.00 visit charge for each service call” after the initial 120 day period (Section 5).  Mr. [redacted] had a service visit on December 14, 2013, when he notified Vivint of complications with his system.    Despite the validity of the debt Vivint has attempted to collect from Mr. [redacted], Vivint agrees to the above resolution.  Mr. [redacted]’s Agreement 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 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 has moved into a rental until his new home is built and he cannot transfer service to his rental location. He further states that Vivint’s cancellation options will not work for him. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint agrees to defer Mr. [redacted]’s Agreement up to a total of six months. Vivint has already performed a three month deferment with Mr. [redacted] on October 6, 2016. Upon completion of the first three months Mr. [redacted] may call Vivint to facilitate an additional three month deferment. Vivint’s records indicate that Mr. [redacted] entered into his Agreement on June 29, 2016. By signing his Agreement Mr. [redacted] agreed to pay a monthly service fee of $59.99 plus any applicable taxes each month for a term length of forty-eight (48) months. Mr. [redacted] also agreed to pay a total of $2,879.52 to Vivint throughout his entire Agreement term. Vivint is willing to assist Mr. [redacted] with his monthly payments until his new home has been constructed. However, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 23,...

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, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

May 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 22, 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] alleges that she has not received a refund of the monies she paid to Vivint.  Ms. [redacted] desires a refund of $298.96.  A representative from Vivint has recently been in contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that a refund in the amount of $49.99 is being sent back to Ms. [redacted] as a check on May 16, 2016. Vivint was waiting on the final approval of the remaining $248.97 to be refunded. Vivint has agreed to expedite this process and provide her with a tracking number once the check has been mail. 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]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]

September 18, 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: April 29, 2013                                                                           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 is being resolved to Ms. [redacted]’s satisfaction. 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