Vivint Smart Home Security

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

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

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

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]

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]

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

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]

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]

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]

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

Complaint: [redacted]
I am rejecting this response because of the following: I finally had a technician come to my house today to complete the install. By the end of the day, several pieces of equipment that was just newly installed has begun to malfunction. A few areas of concern...

were also discovered. I have 2 sliding glass doors that are still without sensors. My understanding with making this appointment (for the 8th time) was that by the end of the appointment my system would be completely installed and fully operational, which is not the case. I also discovered, what I would consider to be unprofessional and dishonest workmanship from my original install. Vivint drills holes into the doors to place sensors for the alarm system. The front of my house has double doors, however one side in unable to be drilled through. The original tech, did not condunt an inspection of the door prior to drilling. The tech drilled a hole into one side of the double door, then realized that the other side cannot be drilled into to connect the other piece of the sensor. Rather than bringing this mistake to my attention, the tech simply placed a window sensor on the inside of the door, however he did not remove the 1 piece of the 2 part sensor on the door, fearing that if he did  I would see the hole in the door. I now have the window sensor which operates the door, however I also have one half of a door sensor, that is obsolete and and not functional because the install of the sensor was not complete. If I were to remove the door sensor I would have a plainly visible hole in my door, however I do not wish to have half of a door sensor that is not functional and its only purpose is to fill a hole that should not have been drilled in the first place. I expect Vivint to correct this issue by way of repairs.
Sincerely,
[redacted]

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 12, 2013           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] claims that she has yet to receive the refund Vivint offered in the previous response. Furthermore, she states that a letter was received from Vivint, stating that Vivint was unable to collect payment. Vivint apologizes for the system error that resulted in a letter being sent that carried incorrect information. The account has been cancelled and no further payments are due. Ms. [redacted] is under no financial obligation to Vivint and will receive no further bills. Vivint is currently investigating the claim that the refund was never received. Once Vivint has been able to verify that the check was never received or deposited, it will be reissued and expedited to Ms. [redacted] as soon as possible.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]

May 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 11, 2013           To Whom It May Concern:I have reviewed the...

information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. and Ms. [redacted]’s Agreement with Vivint has been cancelled and they have no further contractual obligation to Vivint.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on May 11, 2013 with an initial term of sixty (60) months, a monthly services fee of $68.99, plus any applicable taxes, during that term.   Our records show that Ms. [redacted] contacted Vivint on June 13, 2014 to inform Vivint that she was unable to transfer her Vivint security system into her rental home. Vivint’s moves policy states:“If you have been a customer for at least a year and you sign a new agreement for your new residence, the moving fee will be waived. If you choose to remain under your current agreement, you will be charged a $99 move fee. If you have been a customer for less than a year, a $99 move fee will be charged. Vivint will provide you with a “like for like” system in your new residence, meaning we will provide the same number of protection points.” A written notice of cancellation was provided by Mr. and Ms. [redacted] on February 16, 2017. After further review, Vivint’s records show that Mr. and Ms. [redacted]’s agreement with Vivint has been cancelled.  However, a refund will not be issued 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

March 10, 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 6, 2007                                                              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 sent his formal written notice to Vivint on February 1, 2016. He requests that Vivint immediately cancel his account. Vivint has agreed to immediately cancel Mr. [redacted]’s account. However, Mr. [redacted] acknowledges that he received an email from Vivint instructing him to contact Vivint via phone to follow up with his cancelation. Mr. [redacted] did not comply with this request, so his account was not immediately canceled. Despite the above information, Mr. [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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

March 3, 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 26, 2011            Date of Addendum: September 18,...

2014 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] feels that once she listened to the call, that Vivint tricked her into extending her Agreement. Ms. [redacted] desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account. Vivint’s records show that on July 26, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on September 18, 2014. Ms. [redacted] represented that she was satisfied with the service and was interested in extending the term of her Agreement. 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 forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint. She may contact Vivint’s representative if she 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: ###-###-####, 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]

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]

July 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Thurman C[redacted]  Vivint Account #: [redacted]  Date of Agreement: March 30, 2012           To Whom It May...

Concern:I have reviewed the information provided by Mr. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. C[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. C[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.   
Sincerely,                                                                                        
[redacted]