Vivint Smart Home Security

October 12, 2017Revdex.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 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] 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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have told me they are letting us out of contract without charges, and this makes us happy as we are still having problems.  As long as they keep there word and no charges will come out of our bank account we are happy with the results.  Thanks again for all the help.
Sincerely,
[redacted]

February 29, 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 21, 2013                                                              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 was promised several things by his sales representative, all of which he did not receive. Mr. [redacted] also states that he is moving and his landlord will not allow for the system to be installed in his rental home. He is requesting cancellation of his account. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this representative and Mr. [redacted] have agreed upon a resolution. At this time, although there is no record of these promises by Vivint’s sales representative, Vivint has agreed to cancel Mr. [redacted]’s account. Mr. [redacted] no longer has any obligation to Vivint. If he has any questions or concerns he may reach out to the representative who has been in contact with him. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

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 satisfactory to me. I was contacted by a person from Vivant informing me that they would cancel my contract and I would not be liable for any further payment to them, upon them retrieving their equipment from my residence which is gonna take place on November 3, 2016 after 3pm (central time zone). I would like a letter from the company stating that I am not liable for any futher payments to them since my contract was cancelled due to the service they did not provide to me, that way, if it ever shows up on my credit report, I will have that letter to show the Bureau and get it removed from my credit. Thank you.
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

November 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: August 6, 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 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.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

Tell us wMarch 22, 2018   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]           Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]           Date of Agreement: April 15, 2017                                                 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.  In her complaint, Ms. [redacted] alleges that she was misled by a Vivint representative regarding the term and amount to be paid of her agreement. Ms. [redacted] requests that Vivint release her from her contract without penalty. In addition to Ms. [redacted] signing the System Purchase and Services Agreement (“Agreement”), Vivint’s records indicate that prior to the installation of any equipment, Ms. [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 Ms. [redacted] completed the required Pre-Installation Survey on April 14, 2017. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $49.99 as well as an equipment fee of $18.53 each month during that term.  Further, Ms. [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 Ms. [redacted] representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Due to these circumstances, Vivint has not agreed to cancel Ms. [redacted]’s account without penalty. However, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 30%, bringing the total payoff amount to $1,714.30. 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 Officerhy here...

August 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 22, 2012           To Whom It May Concern:A representative from Vivint has recently been in contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being to Ms. [redacted] satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional 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

March 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2012           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. It has been agreed that Vivint will immediately cancel the account. 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: (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]

Revdex.com:
Hi,I was not aware that I needed to reply to the original response from he business. I am satisfied with the resolution from business. What else can I do to make sure this gets closed out properly & that I am satisfied with the businesses response? Thanks![redacted]cell: [redacted]
Sincerely,
[redacted]

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 6, 2009           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]

February 22, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 2, 2014           To Whom It May Concern: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]’ 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

March 29, 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: November 13, 2017                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint has agreed to remove Mr. [redacted] from collections.   A representative from Vivint has recently contacted Mr. [redacted] via email as well as over the phone, with details regarding the confirmation of his removal from collections, as well an effort to coordinate a time when Vivint can send a technician out to install a carbon monoxide detector.   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]

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

November 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 2014          To Whom It May Concern:I have...

reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In their complaint, Mr. and Ms. [redacted] states they was unaware that they were not provided with sensors to cover all of the windows in their home at the time of installation. The [redacted]’s requests for Vivint to waive the cost associated with installing sensors to cover all the windows in their home.  Vivint’s records indicate that following the installation of the equipment, Mr. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mr. [redacted] completed the required Post-Installation Survey on May 23, 2014. During the recorded Post-Installation Survey, Mr. [redacted] represented that he was satisfied with the installation of his system, and all equipment listed on his paperwork had been install.  In addition, Mr. [redacted]’s signed Scheduled of Equipment and Services, which outlined the equipment he would be receiving at the time of installation. If Mr. and Ms. [redacted] require additional equipment, they have the option to purchase additional sensors. All equipment installed by Vivint has a life time warranty and will be replaced at no cost if a sensor malfunctions.A representative of Vivint recently attempted to contact Mr. and Ms. [redacted] in an attempt to resolve this matter. Despite the above information, in resolution to this matter, Vivint is willing to offer a onetime discount on addition sensors to the [redacted]’s. Vivint is willing to lower the cost of their sensors by 50%. If Mr. and Ms. [redacted] wish to take advantage of this offer, I would advise them to contact Vivint representative 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 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]

December 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 20, 2015          To Whom It May Concern:In his rebuttal, Mr. [redacted] states that he will not be using Vivint’s services and that he believes the wording of his Agreement is vague regarding the penalty for cancelling within the initial term.  Vivint maintains its position that Mr. [redacted] is within the initial term of his signed Agreement and has been offered move, takeover, and payoff options in consideration of his circumstances.  Cancellation of the Agreement without penalty is not warranted at this time.To assist Mr. [redacted] Vivint remains willing to reduce the payoff balance of his Agreement by 40% should he wish to cancel the Agreement prematurely.  If Mr. [redacted] wishes to take advantage of this offer, or to schedule a move or facilitate a takeover of his service, he may contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer