Vivint Smart Home Security

June 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 1, 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 had a house fire on March 22, 2017 where her Vivint smoke alarms did not go off.  Ms. [redacted] desires cancellation of her agreement without penalty and a refund of all monies paid to Vivint after March 22, 2017.  Vivint’s records indicate that Ms. [redacted] did not have any Vivint smoke detectors installed in her home. Vivint System Purchase and Services Agreement Section 3, signed by Ms. [redacted] on September 17, 2016 states:WHERE PERMITTED BY LAW, WE DISCLAIM ANY IMPLIED WARRANTIES PROVIDED BY LAW INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR PURPOSE. WE DO NOT WARRANT THAT THE SYSTEM WILL ALWAYS DETECT, OR HELP PREVENT, ANY BURGLARY, FIRE, HOLD-UP OR ANY OTHER SUCH EVENT. WE DO NOT WARRANT THAT THE SYSTEM CANNOT BE DEFEATED OR COMPROMISED OR THAT IT WILL ALWAYS OPERATE. WE DO NOT WARRANT ANY WORK OR PRODUCTS PROVIDED BY YOU OR A THIRD PARTY USED IN CONNECTION WITH YOUR SYSTEM.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:In regards to ID#[redacted] I would like to respond:  When Sterling C[redacted] came to my house to register me, I told him that I was 71 years old and on a fixed budget.  I further explained that I did not want to sign a contract.  When I did sign my name he told me that I was signing in order to have service installed.     In their response they mention the cameras not working but my original call to them was to have my sliding glass door  secured since it was off-line.  I explained that I was leaving town and because of the  field behind my house where  unsavory characters walked I needed to have my back door secured before I left.  They responded by telling me that their techs would have to work overtime to service my system.  I had to rely on neighbors and relatives to check my house various times of the day and night until I returned.  When I tried to give my grown children the app so that they could check my house using their cell phones, I  found out that the cameras were out and have no idea how many months they had been out, however starting in December 2016 would make it four months  since I have had my entire house secured When I first called to complain about my sliding glass door, the young lady was totally disinterested in my problem.  I begged to have someone repair the sliding glass door but was ignored.  Who wants service providers who aren't interested in their clients' repair needs?  I state emphatically that I do not want to continue with Vivint and I do not want to be straddled with a bill for a contract that I was duped into if indeed I did sign something.  I am calling in the Council on Aging to see if they can provide assistance if Revdex.com can't. Sincerely,
Sincerely,
[redacted]

November 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 19, 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] alleges that she had a false alarm from her smoke detector that resulted in the fire department showing up at her home when she requested them to not be sent. Further Ms. [redacted] alleges that she did not sign a contract that extended for more than two (2) years. Ms. [redacted] desires cancellation. Vivint’s records indicate that on July 26, 2015 Vivint did receive an alarm from Ms. [redacted]’s smoke detector. Vivint had made contact with Ms. [redacted] in an effort to make sure everything was alright, since Ms. [redacted] did not have her verbal password the fire department was sent to her home. Vivint requires a verbal password with alarm events to ensure that Vivint is speaking with the correct customer, without this verbal password Vivint will dispatch the correct authorities. Further, before any equipment was installed in her home Ms. [redacted] completed a Pre-Installation survey with Vivint’s Account Creation department. Every customer must complete this survey prior to entering an Agreement, if a customer does not complete this survey Vivint will not enter into an Agreement with the customer. The purpose of this survey is to extend the offer that has been made and to verify that the customer understands their commitments to Vivint as outlined in the Agreement. Ms. [redacted] completed this survey on April 19, 2013, she represented that she understood that she was responsible for paying the monthly service fee for the initial term of forty two (42) months.Due to Vivint’s alarm policy and Ms. [redacted] representations during the Pre-Installation survey cancellation 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 25, 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 19, 2013            Date of Addendum: January 22, 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] states that the contract he signed allowed for cancellation in June of 2017. He claims that Vivint drew up a new contract during his move and extended the agreement without his authorization. Mr. [redacted] is requesting that the account be terminated on June 19, 2017 without penalty.  At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel the account at the end of the initial term.  Vivint’s records show that on January 22, 2014, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with a term of forty-eight (48) months.  By signing this contract, Ms. [redacted] represented that she understood and accepted the terms of the Agreement, and that the contract would expire 48 months from the date it was signed. Despite the above information, in resolution to this matter, Mr. and Mrs. [redacted] have no further obligation to Vivint.  They may contact Vivint’s representative if they have 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 5, 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: May 29, 2011           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 offered a written cancellation, but Vivint attempted to continue contacting him. Mr. [redacted] desires the final bill on his account.  After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  A representative from Vivint has reached out Mr. [redacted] by, in an effort to resolve these concerns. Vivint records indicate that Mr. [redacted]’s final bill is $54.10. Mr. [redacted] can send this payment to Vivint by check to the address [redacted], Chicago, IL 60693, or Mr. [redacted] can call into Vivint and make a payment arrangement over the phone 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, [redacted]

March 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: May 9, 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 his security equipment has not worked properly since it was installed in his home. As such, Mr. [redacted] desires cancellation without penalty of his System Purchase and Services Agreement (“Agreement”). Vivint agrees to cancel Mr. [redacted] account without penalty and refund the cost of his outdoor camera and its installation fee provided Vivint can remove the equipment from his home. Vivint’s records indicate that Mr. [redacted] was provided with a three day Right of Rescission (“ROR”) period when he entered into his Agreement on May 9, 2015 in which he could try out Vivint’s equipment and cancel for any reason within that timeframe. Vivint granted another three day ROR period on June 1, 2015 when the panel and cameras were replaced so that Mr. [redacted] could again try out the equipment, make sure it was working properly for his needs and cancel for any reason on or before June 3, 2015. Mr. [redacted] did not request cancellation within either of these ROR periods and the service remained active. Vivint has continued to provide monthly monitoring service to Mr. [redacted]’ home since the Agreement was signed. As such, a refund for months paid while the Agreement was active is not warranted. Nevertheless, Vivint agrees to the above resolution. If Mr. [redacted] would like to take advantage of this offer I would advise him to contact the Vivint representative who has attempted to reach him to schedule a time for a technician to remove the Vivint equipment from his home. 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 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account # 1: [redacted] Vivint Account #2: [redacted] Date of Agreement #1: June 7, 2012 Date of Agreement #2: June 4, 2012...

Date of Verbal Extension #2: June 9, 2015           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, she explains that a Vivint Representative extended her Agreement on her home account under the condition that her rental property account would be cancelled. Ms. [redacted] is requesting for Vivint cancel both accounts without penalty.Vivint’s records show that on June 4, 2012, Ms. [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the Agreement would have lapsed on January 3, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 9, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement if Vivint would cancel her second account at the rental property. Ms. [redacted] was instructed to send in a written notice of cancellation to cancel the rental property account. Vivint offered a sixty (60) month extension with a six (6) month credit towards her home account, to which Ms. [redacted] agreed to extend the term of her Agreement. 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. Vivint’s records show that a notice of cancellation was not received for the rental property account until September 6, 2016. Despite the above information, Vivint will cancel both of Ms. [redacted]’s accounts without penalty. 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

October 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 13, 2016           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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 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: August 9, 2016                                                               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 her concerns. This representative is in the process of fully resolving Mr. [redacted]’s 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.
Sincerely,
[redacted]

September 8, 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 2, 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 experienced issues with the equipment and the servicing of that equipment. Ms. [redacted]’s desired resolution is cancelation of the contract.  A representative from Vivint has recently attempted to contact Ms. [redacted] to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment from her home or if Ms. [redacted] will sent the equipment back to Vivint in a pre-paid box provided by Vivint. After the technician has removed the equipment or when Vivint receives the box with the equipment the account and 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

August 22, 2014Revdex.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:I have reviewed the...

information provided by [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was misled by a Vivint representative, and was not granted the credits she was promised by a Vivint Representative. Ms. [redacted] desires cancellation of her agreement without penalty and to be paid in full her promised credits.Unfortunately, I am unable to find the Vivint account in question with the information given by Ms. [redacted].  I would advise Ms. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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:
Sincerely,
[redacted].   We are not able to access our security system and your rep has been out to our place three different times to replace the non working equipment you keep installing   I see that Vivint is just stalling for time so that the consumer will give up and Vivint will again provide No Service but will fraudulently keep adding and taking money from the consumer.   Vivint has not provided any service to us and we do not want any more stress in dealing with this Company.  I hope the Revdex.com can get a cancellation and our refund for us.   Than you in advance.

January 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 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]’ 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]

November 7, 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: May 22, 2014                                                               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 Vivint has charged the incorrect account.   A representative from Vivint has recently attempted to contact Mr. [redacted] via phone and email in an effort to resolve his concerns. Vivint advises Mr. [redacted] to reach out to this representative so that his concerns may be resolved.   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 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 2014         To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. A Vivint representative has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to immediate cancel the account and waive all remaining balances. Ms. [redacted] is 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

February 5, 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: October 3, 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] explains that he has sent in his Notice of Cancellation multiple times; however, his account remains active. Mr. [redacted] requests cancellation of his account.   Vivint has cancelled Mr. [redacted]’s account effective immediately. Vivint apologizes for any undue delay or inconvenience this may have caused.   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 6, 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: May 14, 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] alleges when he attempted to move his system to his new home, Vivint rescheduled the appointment. This caused Mr. [redacted] to be without his Vivint system, and now Mr. [redacted] desires to cancel. Vivint’s records show that Mr. [redacted] first informed Vivint of his move on March 20, 2015. Vivint’s scheduling has been working to find a suitable appointment for Mr. [redacted]. A representative from Vivint has been in contact with Mr. [redacted], in an effort to resolve his concerns. The representative has offered an appointment to Mr. [redacted] for May 9, 2015. Vivint is currently waiting on confirmation of the appointment from Mr. [redacted].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]

May 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: September 19, 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 her alarm system was never registered with her local county. As such, Ms. [redacted] desires a credit for the time that her system was not registered. Vivint has placed a credit to Ms. [redacted]’s account for nine months of service. Vivint apologizes 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

August 8, 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 9, 2007           To Whom It May Concern: I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he has had issues canceling the account. Mr. [redacted] desires his account to be canceled.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] satisfaction. Mr. [redacted]’ account has been canceled as of August 8, 2016. Mr. [redacted] no longer has any obligations to Vivint. Mr. [redacted] may contact Vivint’s representative directly 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer