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]

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]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am working with an account rep who hopefully can come with a better agreement.  this offer doesn't make up for 2 days that I took off and there was no shows.  I previous stated since the last tech and fix the sensor on patio door I haven't had issues
Sincerely,
[redacted]

January 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: N/A        Date of Agreement: N/A          To Whom It May Concern:In her rebuttal, Ms. [redacted] states that Vivint has not refunded a full 2 months of payments back to her parents.  She states that the amount refunded should have been $139.98, but they have only been refunded $118.03.  At this time, Vivint agrees to send a check in the amount of $21.95 to Ms. [redacted] at the address provided to the Revdex.com.  With this check, a full 2 months will have been refunded to Mr. [redacted].  Ms. [redacted] may expect this check in 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

July 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June, 16, 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] alleges that he cancelled Vivint, but he has not received a refund of the monies he paid to Vivint.  Mr. [redacted] desires a refund of all payments made to Vivint.  A representative from Vivint recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that a refund in the amount of $83.52 has being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted] on July 10, 2017. Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint. I apologize for any undue delay in this process.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]

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]

October 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 22, 2012           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. 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]

June 29, 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 20,...

2015           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] via email in an effort to resolve her concerns. A current invoice showing the contract buyout amount of $661.40 has been sent to both Mr. and Ms. [redacted]’s email addresses, and they may contact Vivint’s representative directly with any questions or concerns in this matter.  Once the contract buyout is paid, Mr. [redacted] may contact Vivint’s representative to ensure that his account is cancelled, and he will 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

August 8, 2016 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A        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 cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint.  Ms. [redacted] desires a refund of $80.99.   Vivint records indicate that a refund in the amount of $80.99 is being sent back to the checking account on file, to refund the monies paid to Vivint by Ms. [redacted] as of August 8, 2016.  Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint. Please note, due to banking regualations refunds may take up to 10 business days to reflect on the account. I apologize for any undue delay in this process. 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

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]

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,
Abron R[redacted]

May 27, 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: June 16, 2012           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: [redacted], attention Department 160 – Legal. Sincerely, [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]

June 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 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 was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreement.  Mr. [redacted] desires cancellation of the Agreement without penalty.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 20, 2015. 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 $59.99 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.   Vivint’s records further indicate that Mr. [redacted] signed a System Purchase and Services Agreement on June 20, 2015 with an initial term of sixty (60) months, a monthly services fee of $59.99, plus any applicable taxes, during that term. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $2,159.64; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $1,295.79.  Alternately, Mr. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of his initial term.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to 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

I do not want to do business with this company, they have shown to be unethical in business, and once again I want my name and address cancelled in their system as once. I do not authorize anyone to enter my information and I want it removed.  I will not do business with a company like this. [redacted]  Complaint: [redacted]
I am rejecting this response because:
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

September 1, 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 7, 2017                                                               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 representative and Mr. [redacted] have agreed upon a resolution. An appointment has been scheduled for the removal of the system. Following this appointment, Mr. [redacted]’s account will be cancelled.   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