Vivint Smart Home Security

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

February 22, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: November...

11, 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 Vivint has not been consistent with the billing of her account, and she has had negative experiences with customer service.  Ms. [redacted] desires for her Vivint bill to be consistent.  Vivint’s records indicate that Ms. [redacted] signed an Agreement on November 11, 2015 in which she agreed to pay a monthly services fee of $59.99 for an initial term of forty-two (42) months.  In August 2016, Vivint reduced Ms. [redacted]’s monthly fee to $44.99 and waived her past due balance of $119.95 in an effort to resolve a complaint.  Since September 2016, Vivint has invoiced the reduced monthly fee of $44.99 on the 15th of each month, and at Ms. [redacted]’s request has agreed to send monthly statements instead of automatically drafting the payments. On December 12, 2017, Ms. [redacted] ordered a new window sensor and her account was invoiced $42.44 in addition to the regular monthly services fee that month.  Ms. [redacted] may access her Vivint account online to see that Vivint has not charged her any fees other than the monthly services fee and the purchased sensor, and to review the payments made toward those charges.  There is currently a past due balance of $74.98 on the account because February’s fee has not been paid and December’s fee was only partially paid.  Ms. [redacted] paid for the sensor in December but then never made a separate payment for her service fee that month. Vivint would like to apologize for any negative experience Ms. [redacted] has had in trying to resolve this matter.  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 withholding any judgment until the day after the promised service call.   
Sincerely,
[redacted]

August 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Frank E[redacted]  Vivint Account #: [redacted]  Date of Agreement: April 30, 2015          To Whom It May Concern:In his rebuttal, Mr. E[redacted] alleges that his business’ perimeter is not protected, and the credit Vivint offered previously does not resolve his concerns. Mr. E[redacted] further alleges that the pre-install survey Vivint made reference to previously pertained to his home, not his business.  Mr. E[redacted] desires cancellation of the Agreement without penalty.  Vivint maintains its stance in regards to Mr. E[redacted]’s account. Vivint installed all agreed upon equipment as referenced in the document labeled Schedule of Equipment and Services. Vivint has provided this document to the Revdex.com. The pre-install survey Vivint made reference to in the previous response, is the survey attached to the account labeled as Mr. E[redacted]’s business. Vivint never promised the installation of Mr. E[redacted]’s external siren, nor does Vivint’s policy allow Vivint to do so. As stated in Vivint’s previous response, Vivint has applied a credit of two month of service for and inconvenience this may have caused. Should Mr. E[redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted]; however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. If Mr. E[redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty department at [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, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:Vivint has offered me conflicting information with regards to this matter. Calls to Vivint have verified by both phone and in mailed pieces that we owe Vivint nothing. The received response indicates that we have not received any further notice about any debts being sent into collections and that furthermore any alleged debt was processed through an outside collections agency without sufficient warning to our family. Lastly, the agency claiming to hold our debt is also making threatening remarks with regards to pursuing both I and my mother in our workplaces and their agents continually use threatening language to receive our credit card information.I will comply with any attempts to collect a debt if I receive a formal written notice from Vivint stating the amount owed ands or what rendered services. As of now we have received nothing.
Sincerely,
[redacted]

July 1, 2016 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 16, 2016           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 he has experienced multiple equipment concerns that Vivint has yet to resolve in a timely matter. Mr. [redacted] further states that his Vivint customer service experience has been poor. Mr. [redacted] desires the cancellation of his Agreement without penalty. After further review, Vivint’s records show that on June 27, 2016 Ms. [redacted] was extended the offer of an extended trial period where she could request cancellation without penalty through June 28, 2016. Records indicated Ms. [redacted] wanted to think on the offer before making a final decision. Vivint did not receive confirmation on if the [redacted]’s wanted to continue the cancellation process. As a result, the account continued as dictated by the Agreement on file. A representative from Vivint has recently attempted to reach out to Mr. [redacted] in an effort to resolve his concerns. If Mr. [redacted] has any additional concerns, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Offer

May 4, 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 9, 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] states that her thermostat was not set up correctly in the initial installation. She reports experiencing multiple issues with the thermostat and expresses frustration with Vivint’s troubleshooting process. Ms. [redacted] is requesting an appointment to get the thermostat fixed and a $60.00 credit.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 offer a free appointment to get the thermostat fixed and the $60.00 credit to her account, once she provides Vivint with the third party’s invoice for the service. She may contact Vivint’s representatives to schedule this appointment at her convenience, and the credit has been applied.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, 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: June 30, 2014                                                   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 she has experience numerous technical issues. Ms. [redacted] further explains that she does not remember agreeing to a 60-month agreement with Vivint. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account.   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 30, 2014.   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 $69.99 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.     Despite the information above, Mr. and Ms. [redacted] 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

TMarch 23, 2018   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]           Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]           Date of Agreement: June 10, 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] via the email we have on file, containing a document confirming the buy-out transaction which was paid. It also gave information to Mr. [redacted] regarding a refund for the amount he had paid after the buy-out transaction was completed 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 Officerell us why here...

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

January 6, 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 18, 2011                                                                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 she requested cancellation on December 22, 2016; however, her account has not been cancelled. Ms. [redacted] requests cancellation of her account and a refund of her December monthly payment.   Vivint has agreed to immediately cancel Ms. [redacted]’s account. Additionally, a refund of $63.86 has been issued and will go back on Ms. [redacted]’s account within 7-10 business days.   Ms. [redacted]’s monthly payment in December was withdrawn on December 15, 2016. This is prior to Vivint having any knowledge of Ms. [redacted]’s desire to cancel her account. Despite this, she will receive the requested refund. In addition, it should be noted that Vivint received Ms. [redacted]’s notice of cancellation on December 22, 2016; as such, per Vivint’s cancellation period, her account would have been cancelled 30 days later on January 22, 2017.   Despite the information mentioned, 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

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

May 22, 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: December 31, 2016                                                               To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint maintains its position. Vivint previously informed Ms. [redacted] that she had until May 10, 2017 to accept the offer previously made by Vivint. It is now past that date and Ms. [redacted] is no longer eligible for any compensation.   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 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: May 1, 2017...

          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved with Ms. [redacted]. Her account is cancelled and she has no further obligation to Vivint.  An appointment is scheduled for removal of Vivint’s equipment from her home on May 27, 2017.  Vivint apologizes for any inconvenience or hardship Ms. [redacted] may have experienced during the sale and cancellation of her service with Vivint.  Ms. [redacted] may contact Vivint's representative directly with any further questions or concerns in this matter.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 settlement offer was paid and resolved; which we were on a month to month contract at the time; which was offered by VIVINT and we agreed after the last payment issues with VIVINT that allowed us to cancel service whenever. The concern l have now is that Perfect Collections is stating we renewed our account for another year and is charging $785 for a renewal contract which is not true. We never renewed our contract with VIVINT in 2015 nor thereafter. So this should be corrected by VIVINT and removed from all  credit report bureaus. I would not recommend VIVINT to anyone after all of this. I have been a value customer for many years and this is how they treat their customers. Not good customer service at all.
Sincerely,
[redacted]

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

March 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2017           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently 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. An appointment has been scheduled to resolve technical issues with Ms. [redacted]’s alarm system and a credit has been applied for $66.84. 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

October 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: August 30, 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 will be resolved to Mr. [redacted]’s satisfaction upon completion of his system removal appointment.  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

December 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 6, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. and Mrs. [redacted] in an effort to resolve their concerns. Vivint’s records indicate that this matter has been resolved to Mr. and Mrs. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]