Vivint Smart Home Security

January 16, 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 21, 2016           To Whom It May Concern: I have reviewed response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s response, he explains that he is unhappy with the billing and customer services.Vivint apologizes for any inconvenience that Mr. [redacted] had due to these issues. Mr. [redacted]’s feelings and feedback have been given to the proper management to better Vivint’s service. If Mr. [redacted] has any questions or concerns he may contact the representative who previously reached out 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

February 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: August 14, 2014           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that she thought that the contract was for 3 years not 5. Ms. [redacted] further explains that she no longer lives in the home. Ms. [redacted] requests cancellation of her account.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] entered into an agreement with Vivint on August 14, 2014. Ms. [redacted] agreed to an original agreement term of 60 months and to pay a monthly monitoring fee if $53.99 plus any taxes each month of that term. Therefore we are still within the original agreement term. Vivint’s records further indicate that Ms. [redacted] spoke with a Vivint representative on February 4, 2017, and was given the option to move her service to her new home or to have the system taken over by the people who she sold her house to. At that time Ms. [redacted] declined all offers. Due to this cancellation without paying the contractual cancellation fees is not warranted.However, in an effort to assist Ms. [redacted] Vivint can move her service to her new home or offer a 50% discount on the contractual buyout fees. If Ms. [redacted] would like to move forward with one of these resolutions or if she has any questions she may contact the Vivint representative who reached out to her.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 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]

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

July 28, 2017Revdex.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 $49.99.   A representative from Vivint recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that a refund in the amount of $49.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted].  Ms. [redacted]’s account is cancelled, and she 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

October 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: July 26, 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

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]

October 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2009           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 attempted to contact Ms. [redacted] in an effort to resolve her concerns but was unable to get a hold of her. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s past due balance has been written off and her account has been 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

June 2, 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: February 2, 2016                                                                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 representative and Ms. [redacted] have agreed upon a resolution. In an effort to assist her, Ms. [redacted]’s claim has been submitted to home damage and her monthly rate has been lowered.   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]

November 12, 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 10, 2011        Date of Addendum: March 6, 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 has completed the initial term of his Agreement with Vivint and has changed companies, but that he has been unable to cancel his Agreement. Mr. [redacted] desires cancellation of his Agreement without penalty.Vivint’s records show that on August 10, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on March 6, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [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. Although cancellation of the extended Agreement is not warranted at this time, Vivint would like to assist Mr. [redacted], and will cancel his Agreement without penalty and waive the past due balance on his account.  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]

November 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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 Ms. [redacted] alleges that she had sent in her notice of cancellation but her account remained active and she continued to be billed. Ms. [redacted] desires her account to be cancelled. Vivint’s records indicate that Ms. [redacted] called into Vivint on July 7, 2014 to upgrade her alarm system. Ms. [redacted] was granted a free upgrade for a forty two (42) month extension. This recorded extension is available for review with Ms. [redacted] if she desires. Vivint has also been providing monthly monitoring service to her home. Due to Ms. [redacted]’s extension her Agreement is valid and in effect. Nevertheless Vivint will agree to cancel her Agreement if Ms. [redacted] will agree to pay her past due balance of $174.15. 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]

January 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 27, 2012           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 he recently cancelled his Agreement with Vivint, but Vivint continues to charge him for the service. Mr. [redacted] desires a refund of his final payment of $34.99.After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled since December 28, 2015 and he has no further contractual obligation to Vivint. Mr. [redacted] was setup with automatic payment to be withdrawn on the 25th. Mr. [redacted]’s final payment was withdrawn on December 26, 2015, although this charge is valid Vivint has agreed to refund this back to him. A total of $34.99 was refunded back to Mr. [redacted]’s checking account. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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.

Complaint: [redacted]
I am rejecting this response because: 1. Vivint failed to notify me that  was loosing service when they told me they had a record of the fact.  Even if I had checked the alarm it would have had no reassuring effect since the service seemed to come and go at any time.  2. The tech that fixed the panel found the cell and antenna were miscommunication...The alarm would go off and arm giving me a false sense of security.   3.  The panel indicated that miscommunication had been occurring for AT LEAST 6 months off and on.  Therefore, If cancellation  my contract is not possible then releasing me from my contract 6 months early would be acceptable compromise.  Thankfully nothing untoward occurred even though Vivint never asked me.  Had an injury or robbery occurred I think  Vivint would be compelled to be more understanding.[redacted]                                                               
Sincerely,
[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

December 21, 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: November 23, 2012             Date of Addendum: March 22, 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 attempted to cancel her account; however, she has been unsuccessful. Ms. [redacted] requests cancellation of her account.   At this time and out of goodwill, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on March 22, 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.                           Vivint received Ms. [redacted]’s notice of cancellation on September 15, 2016; however, seeing as                              Ms. [redacted] was still under contract with Vivint, her account was not cancelled at that time. Vivint                         has no record of Ms. [redacted] being told by Vivint that her account would be cancelled.                           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

Complaint: [redacted]
I am rejecting this response because:the phone company say I have to have a court order to get the phone conversation between me and the vivint employee so I have to find a lawyer to get me a court order so we can get this issue resolved asap 
Sincerely,
[redacted]

February 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 10, 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] explains that he was told that the term of his Agreement with vivint was 24 months not 42. As such, Mr. [redacted] requests that the term of his Agreement be changed to 24 months.Vivint’s records indicate that prior to the installation of any equipment Mr. [redacted] completed a recorded 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 August 10, 2016.  During the recorded Pre-Installation Survey, Mr. [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 $75.99 plus any taxes 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. Due to this adjustment of the Agreement term is not warranted. If Mr. [redacted] has any questions or concerns he may contact Vivint’s Customer Care Department.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