Vivint Smart Home Security

November 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 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 has been resolved to Ms. [redacted]’s satisfaction. Vivint recommends that Ms. [redacted] contact her homeowner’s insurance provider regarding any costs which may be associated with a break-in or any such activity at her premises.  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]

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]

September 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Lemonica W[redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2015           To Whom It May Concern:In her rebuttal, Ms. W[redacted] alleges that she has been attempting to cancel her account with Vivint, and that her issue has not yet been resolved.  Vivint’s records show that Mr. Earl W[redacted] is the sole signer of the Purchase and Services Agreement related to this account.  As such, a representative from Vivint has continued to be in contact with Mr. W[redacted] in an effort to resolve this matter.  Military cancellation is warranted in this case; however, Mr. W[redacted] has indicated that the new homeowner may wish to take over the service and remaining term of the Agreement. Vivint’s records indicate that this matter is in progress, and Vivint’s representative will be available to assist Mr. W[redacted] in resolving this matter at his convenience.  Vivint will not charge Mr. W[redacted] for service while this matter is in progress.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]

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

June 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted]Date of Agreement: April 23, 2014 To Whom It May Concern:I have reviewed the information provided by Ms. [redacted]...

[redacted] and appreciate the opportunity to respond. In May 2015, Ms. [redacted] moved from the home where Vivint originally installed her system. She explains that she contacted Vivint to move her system to her new home the following year, in May 2016, but that Vivint wanted to charge her for a new panel, plus a moving fee. She requests that Vivint provide the new control panel for free without extending the term of her System Purchase and Services Agreement (“Agreement”), or allow her to cancel her Agreement altogether.I apologize for any inconvenience Ms. [redacted] may have experienced in moving her system. Based upon her representation that she was not told to retrieve her security panel from the original installation, Vivint will waive the cost of the new control panel. Vivint will contact Ms. [redacted] directly to finalize the details of her move and schedule the installation.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 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, 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] alleges that he was promised a $100 credit that was never applied to his account. Mr. [redacted] desires the credit to be applied. Vivint’s records indicate that a representative had attempted to reach Mr. [redacted] on September 9, 2015 in an effort to resolve his concerns. At that time Vivint had applied the appropriate downtime credit of two (2) months of service and a $25 goodwill credit. Although Vivint does not have any record of Mr. [redacted] being promised an additional credit of $100, in an effort of goodwill Vivint will agree to apply Mr. [redacted]’s account with the additional $100 credit. 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]

August 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: May 3, 2016           To Whom...

It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the equipment. As such Mr. [redacted] requests that his account be cancelled without penalty.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement with Vivint on May 3, 2016. Mr. [redacted] agreed to an original agreement term of forty-two (42) months and to pay Vivint a monthly service fee of $60.99 plus any taxes each month of that term. Because Mr. [redacted] is still within his original agreement term cancellation without penalty is not warranted. In an effort to assist Mr. [redacted], Vivint agrees to discount his monthly payment by twenty-five (25) percent. Or if Mr. [redacted] wishes to cancel his account the twenty-five (25) percent discount can be applied to his contractual buyout fee. If Mr. [redacted] would like to move forward with one of these resolutions or if he has any questions he may contact the Vivint representative who reached out to 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 9, 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 24, 2013             Date of Addendum: December 29, 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 does not believe that she agreed to an extension of her agreement. Ms. [redacted] requests that Vivint cancel her account.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on December 29, 2016. Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) 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 information mentioned and the validity of the extension, 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

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]

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: July 25, 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. Vivint has offered a free move of the system to Ms. [redacted]’s new home, credit to cover two (2) months of service while she waits for installation in the new home, and a reduced monthly services fee for as long as she has service with Vivint.  Ms. [redacted] may contact Vivint’s representative directly with 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 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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]’s satisfaction. If Ms. [redacted] has any additional concerns, she 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]

June 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Nykia P[redacted] Vivint Account #: [redacted] Date of Agreement: September 4, 2013          To Whom It May Concern:I have...

reviewed the information provided by Ms. P[redacted] and appreciate the opportunity to respond. In her complaint, Ms. P[redacted] alleges that she was misled by a Vivint representative regarding contract terms, and has now moved and is unable to cancel her agreement.  Ms. P[redacted] further alleges that she has been paying for service that she has not been receiving for many months.  Ms. P[redacted] desires cancellation of the Agreement without penalty, and a refund of monies paid to Vivint during the time she has been without service.  Vivint’s records indicate that prior to the installation of any equipment, Mr. Noble P[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. P[redacted] completed the required Pre-Installation Survey on September 4, 2013. During the recorded Pre-Installation Survey, Mr. P[redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Mr. P[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. P[redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Vivint addressed with Mr. and Ms. P[redacted] their issue with the sales representative in December 2013, and the issue was resolved at that time.  Pursuant to the signed Purchase and Services Agreement, cancellation of Ms. P[redacted]’s agreement without penalty is not warranted at this time. Vivint’s records further show that Ms. P[redacted] notified Vivint of her move in August 2014, and she was given her cancellation options.  Vivint applied three (3) months credit to her account at that time, and advised her to call back to schedule the move of her equipment. Vivint did not receive further correspondence from Ms. P[redacted] regarding her move.  Despite this, Vivint has forgiven the past due balance on Ms. P[redacted]’s account, which covers more months of service that were charged to the account after she had moved.A representative from Vivint has recently contacted Ms. P[redacted], in an effort to resolve these concerns.  Vivint is willing to move equipment to Ms. P[redacted]’s new home at no cost to her at this time.  Alternately, should Ms. P[redacted] wish to cancel her agreement prematurely, Vivint is willing to reduce her payoff amount.  Ms. P[redacted] has also been offered payment plans for this reduced payoff option.  If Ms. P[redacted] wishes to take advantage of either of these offers, I would advise her to contact the representative she has been working with 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 2010           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 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]’s satisfaction.  Mr. [redacted]’s account has been cancelled, and he has no further obligation to Vivint.  Mr. [redacted] may contact the representative who has reached out to him if he has any 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, 2015           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that a Vivint technician was able to resolve the issues with Ms. [redacted]’s thermostat on September 19, 2015. If Ms. [redacted] is still experiencing issues with her thermostat I would advise her to call into Vivint so we can resolve the issue.  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 B. W[redacted]

September 15, 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: I have reviewed the information provided by Ms....

[redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has been billed by Vivint since February 2017 although she does not have a Vivint system and has not spoken with Vivint representatives. She requests a cessation of billing and a refund for all payments that were processed.A Vivint representative has contacted Ms. [redacted] in an effort to resolve her concerns. Vivint has been unable to locate the payments in question using the information which was provided by Ms. [redacted]. Ms. [redacted] stated she will verify the information with her bank. Until the correct information is provided to locate the payments in question Vivint is unable to assist further. Vivint recommends that Ms. [redacted] dispute the charges as fraudulent through her financial institution.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]

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,
Jovino G[redacted]

September 15, 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: March 13, 2009                                                               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 requested a refund but has not received it. Ms. [redacted] requests that Vivint issue her the requested refund.   Vivint’s records indicate that a refund of $374.43 was issued on September 8, 2017 and will be refunded to her checking account within 7-10 business days from the issue date. 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

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

Complaint: [redacted]I am rejecting this response because:
Their response indicates my account will be closed when they retrieve their equipment.
They scheduled for me to be home on 26May2015 between 8 and 11 am.
I took off work to be at home. No Vinint, Inc person came to remove their equipment.
It is my understanding when they received the Notice of Cancellation my contract will be cancelled, a refund will be sent within 10 days, and a rep will retrieve their equipment within 20 days.
I sent the Notice of Cancellation via USPS Registered Mail.  I checked the USPS tracking number and it was delivered on 26May2015.
Sincerely,[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]