Vivint Smart Home Security

September 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 24, 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 is in a process of being resolved to Ms. [redacted]’s satisfaction. Vivint has asked for additional information, once Ms. [redacted] is able to provide this information she may contact’s representative directly in reference to the 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

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]

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, unless my Vivint system stops working again. Thank you.
Sincerely,
[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 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Kristen K[redacted]  Vivint Account #: [redacted] Date of Agreement: May 2, 2015        To Whom It May Concern:I have reviewed the...

information provided by Ms. K[redacted] and appreciate the opportunity to respond. In her complaint, Ms. K[redacted] alleges that she has had complications with payments being automatically deducted from her bank account by Vivint on unexpected dates, and that these have caused overdraft fees.  Ms. K[redacted] desires a refund of the monies paid to Vivint. Vivint’s records indicate that on May 2, 2015, Mr. Kyle K[redacted] signed a Purchase and Services Agreement, representing that he agreed to an initial term of forty-two (42) months of service, and a monthly fee of $[redacted] during this term.  The Agreement states that Mr. Kyle K[redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.5). Furthermore, the agreement states that the first month of service fees are due upon installation of the system (Section 2.1).  Despite the information above, Vivint would like to assist Ms. K[redacted] for any inconvenience this has caused her.  Ms. K[redacted]’s Vivint billing account was credited two (2) months of service on June 26, 2015.  Ms. K[redacted] currently has a credit of $[redacted] on her Vivint billing account.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael H[redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 2014           To Whom It May Concern:I have...

reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. H[redacted]’s satisfaction.  Mr. H[redacted] may contact this representative if he has any further 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  March 25, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his response, Mr. [redacted] states that the payments in question were drafted by Vivint illegally. Mr. [redacted] requests that Vivint refund these payments.Vivint maintains its position as previously stated. Vivint did not receive a written notice of cancellation from Mr. [redacted] within his three (3) business day right of rescission period and his account was therefore not cancelled. Unless Mr. [redacted] is able to provide verification that a written notice of cancellation was sent to Vivint in accordance with the instructions on the printed Notice of Cancellation, no refund is warranted.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

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

January 25, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 13, 2013                                                                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 has moved to a different location and has made attempts to have Vivint install the equipment in his new home, however, Vivint has been unable to install the system. Mr. [redacted] requests that Vivint refund him his monthly payments from August of 2016 to present and cancel the account.   Although Mr. [redacted] is still within his original agreement term with Vivint, Vivint has agreed to immediately cancel the account and issue a refund of $434.64. This refund will go back into Mr. [redacted]’s bank 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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

August 26, 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 24, 2008           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 she has had issues with the equipment. Ms. [redacted] requests cancelation of her account. A representative from Vivint has recently attempted to contact Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that a Vivint technician went to Ms. [redacted]’s home on October 30, 2015. That technician noted that everything was working and that he changed the batteries in the sensors and updated the software on the control panel. Ms. [redacted] called in on August 15, 2016 and explained that her glass brake sensors was not working. A new glass brake sensor was sent out to her. Ms. [redacted] explains that she has not gotten that sensor yet. Vivint would be able to send a Vivint technician out to Ms. [redacted]’s house to replace that glass brake sensor. Due to this fact cancelation of the account without penalty is not warranted. Vivint would be happy to set up an appointment to fix these issues. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or if she would like to move forward with this 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 2007           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 has not received his refund. Mr. [redacted] desires a check sent to his home in the amount of $20.21.Vivint’s records indicate that another check has been sent on October 29, 2015 to Mr. [redacted], he should be receiving it in seven (7) to ten (10) 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]

Complaint: [redacted]
I am rejecting this response because: I have called and complained about the poor service significantly more than your "records" show.  The issues started early in 2014 (Feb) when my account was transferred to my new house.  The issues have been non-stop since then.  You still have my ex-husband's name on the account, I am tired of telling your customer service to remove his name from my account, but I still get letters and bills addressed to him.  Also, your technicians allowed my brother, who is a minor, to sign documents for my account. Sending a technician to my residence will not solve the issues I have had.  There has been too many ineffective "visits" by your technicians.  I want you to cancel my contract.
Sincerely,
[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.I did respond.  This matter has been closed to my satisfaction.    Thank you for helping me.   [redacted]

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

July 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Marsha D[redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2011           To Whom It May Concern:I have...

reviewed the information provided by Ms. D[redacted] and appreciate the opportunity to respond. In her complaint, Ms. D[redacted] alleges that she moved and requested cancellation, and that Vivint continued to bill her for service. Ms. D[redacted] desires a refund of some of the monies she paid to Vivint past the initial term of her Agreement. Vivint’s records show that Ms. D[redacted] signed an agreement with Vivint on May 14, 2011, in which she agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Ms. D[redacted] on June 11, 2015, and her account was invoiced for the last month of service on June 10, 2015.  Another monthly payment was taken on July 10, 2015, as the billing date was a day before the cancellation date.A representative from Vivint has contacted Ms. D[redacted], in an effort to resolve these concerns.  Ms. D[redacted]’s account has been cancelled, and she has no further obligation to Vivint.  In an effort to assist Ms. D[redacted], a refund in the amount of $[redacted] is being sent back to the checking account on file, to refund the last two months of payments. 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]

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

Complaint: [redacted]
I am rejecting this response because: The information provided by Vivent, "Mr. [redacted] completed the required Pre-Installation Survey on January 30, 2015" has nothing to do with what I am asking. The service was initiated in  2014, but I never received any type of pre-service survey that they mentioned. I was not married at the time and the house was in my name, yet no one gave me this survey or explained any of this as Vivent is saying was the case. Perhaps Mr. [redacted] entering into this agreement makes it invalid? I was never told there would be $100 fees to move between residences, nor another $50-$100 if/when technical support is required to service THEIR equipment.I feel this agreement was entered into fraudulently by this company. They are lying about not having a correct phone number for me. EVERY TIME THE ALARM malfunctions and goes off they call me. My phone number has been the same for the entire time I have had service. When the request was made to transfer the service in December 2015, it took Vivent nearly a month to move it. So again, I 'm paying for service that I did not have on either house. I did not have a choice. I called prior to moving and the representative said it could be done same or next day, in no way did they say I would be without an alarm for about a month. Vivient is making it appear as if I was willingly making appointments several weeks out. I did not call this company for an entire year that I had service. The bill was paid faithfully. It is not acceptable to charge customers for services you can not provide and can not fix for several weeks at a time. This is essentially robbery. Customers should not be forced to be in contract when they are not secure and without an alarm. Vivint should get me out of this contract without penalty and pay for me to get services elsewhere. I still am seeking credit for full months of December, January and February and for the inconvenience of having a failed security system. It makes me very sad that we have an alarm system that does not work and we are not secure at night. Our family members, belongings etc are not secure at any time since the service does not work. This company is a sham and if they can not make it right, I will make sure everyone we know is aware of this poor service, how they treat their customers, and the lies they tell to get you into a contract, the fees they charge for their product failures, their lack of accountability and the deceptive business practices that they use. 
Sincerely,
[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. 
Sincerely,
[redacted]

August 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 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 Mr. [redacted] requires any further assistance, he may contact Vivint’s 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