Vivint Smart Home Security

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

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]

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 as long as the refund is issued. The cancellation has since been put in place but a refund was not yet issued.I want to reiterate that my contract had no provision that required any termination/notification period for cancellations.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because Vivint has not yet addressed their duty to provide continuous security service via the doorbell camera.  Any lapse in a security service results in a vulnerability that my family cannot afford.  Vivint has clearly shown that they do not have the operational capacity to keep this continuously working - which is both false advertising on the part of the Vivnt sales representative as well as a breach of contract on Vivint's behalf.In my particular situation, I have an elderly mother-in-law with deteriorating Alzheimer's Disease.  She continues to open the door to anyone who knocks and the crime level in our city is at a concerning level.  I signed up for Vivint's services due to the doorbell and doorbell camera that helps me monitor who is entering and leaving my house.  Due to their inability to fulfill their end of the contract, I am requesting cancellation of my account without penalty.  I will need this resolved as soon as possible so that I may work with another service that can indeed assist my family given our vulnerability.Further, Vivint continues to penalize me by pushing out the visit of a technician.  I received a phone call from a Vivint representative that I now have an appointment scheduled for February 16th, 2016 - and therefore have to wait longer to have this potentially resolved.Cancellation without penalty is warranted at this time. 
Sincerely,
[redacted]

February 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: February...

2, 2014           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that her husband recently provided Vivint with his military orders showing that he had been deployed, but that Vivint will not cancel the account.  Ms. [redacted] desires cancellation of her Agreement without penalty. After further review, Vivint agrees to cancel Mr. Robert [redacted]’s Agreement. Although the deployment orders were for April 2015 and Vivint did not receive the orders until January 21, 2016, Vivint would like to assist the [redacted]s at this time.  Mr. [redacted]’s Agreement has been cancelled and he has no further contractual 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]

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]

September 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 8, 2012           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 was misled by Vivint regarding the terms of her agreement, and was given an extended trial period. Ms. [redacted] desires cancellation of her agreement without penalty, and a refund of payments made to Vivint. Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term. Ms. [redacted]’s trial period ended on May 24, 2012. Ms. [redacted] contacted Vivint on June 28, 2012, to request cancellation of her account. Ms. [redacted] was informed she was under agreement, but she was given a credit to assist her. Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after August 2013.  As such, the account was cancelled for non-payment on November 30, 2013, and was sold to an outside collections agency.  Ms. [redacted] must settle the balance of her account with this outside collections agency 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]

March 26, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, 2013           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

18, 2017                         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 recently signed up with Vivint but the installing technician has not been back to complete the installation.  She desires to have her system installation completed in a timely manner and a credit for the days she was without her complete service. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on January 25, 2017 to complete the installation.  Vivint issued a credit in the amount of $150.00 to Ms. [redacted]’s account on January 22, 2017.  Vivint would like to 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

February 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 1, 2015           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that she is having legal issues with the home that has the system. As such, Ms. [redacted] requests that her account be put on hold until she is able to use the system again.A representative from Vivint has recently attempted to contact Ms. [redacted] vie email in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’ satisfaction. Ms. [redacted]’ account has been removed from collections and will remain cancelled. Once Ms. [redacted] is ready to use the system again she may contact Vivint’s sales department. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she 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: (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

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 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

September 8, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 2014           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint maintains its position in that repair of the cameras rather than cancellation is the appropriate action. In an effort to assist Mr. [redacted] Vivint will upgrade his account to Premium Service. Mr. [redacted] will now have free technician visits and free battery replacements for the life time of his Agreement with Vivint. I would advise Mr. [redacted] to call into Vivint’s Customer Care department at ###-###-#### open 24/7 to schedule a time for a technician to come to his home and ensure that the equipment will operate efficiently.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

December 1, 2016Revdex.comPO Box 52035Shreveport, LA 71135-2035 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 4, 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 was not told about upfront costs at the time of sale, and that she was dissatisfied with the 3-day Right of Rescission period.  She further states that she had equipment complications in the beginning that were not resolved by Vivint, and that she recently lost her job and was overcharged after a 3-month deferment of payments.  Ms. [redacted] desires cancellation of her Agreement without penalty and to have no further contact with Vivint Louisiana (“Vivint”).At this time, to assist Ms. [redacted] Vivint agrees to reduce her monthly services fee by 40%.  This also reduces the buyout amount of her Agreement by 40%.  Ms. [redacted]’s monthly fee will now be $35.99 for the remainder of her term.  Alternately, if she wishes to cancel her Agreement prematurely, her buyout will be $863.76 instead of $1,439.76. Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement on June 4, 2015, in which she represented that she understood and agreed to the initial term of forty-two (42) months, the monthly services fee of $59.99 (plus any applicable taxes), and the one time activation fee of $99.00.  The Agreement states that the monthly services fee is payable monthly in advance, and the first monthly services fee is due on the date the Agreement is signed (Section 2.1).  On July 19, 2016, Ms. [redacted] was offered a 3-month deferment of her payments in consideration of her financial situation; however, due to a system error she was charged for the 3 months in November.  Vivint credited the payment amount back to Ms. [redacted]’s Vivint account on November 16, 2016, and her bank refunded the payment back to her.  As a courtesy, Vivint credited the 3 monthly services fees back to Ms. [redacted]’s account without adding the 3 months to the end of her Agreement term.  Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution.  Ms. [redacted] has been refunded for 3 months of service and her monthly services fee has been reduced by 40% for the remainder of her term.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 1701 Old Minden Rd Suite 32, Bossier City, LA 71111, 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

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.
Thank you for helping me resolve this matter. I want to add that I had the most positive experiences in the past with Vivint-whenever I needed them or their assistance. It was only when I tried to cancel my service that I had any issues with them (my phone call was transferred a lot and I was always given the run around). 
Sincerely,
[redacted]

February 15, 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: November 18, 2017                                                               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 been double-billed since November 2017. Ms. [redacted] requests a refund.   Vivint’s records indicate that the funds have been refunded to Ms. [redacted]. The remaining amount of $93.89 was refunded on February 12, 2018. Ms. [redacted] should expect to receive the refund within 7-10 business days from that date.   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 21, 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: December 30, 2017                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he is dissatisfied with the Vivint system and has switched his service to ADT. Mr. [redacted] requests cancellation of his account.   Vivint is willing to refund and cancel Mr. [redacted]’s account upon receipt of the equipment. In an effort to schedule a system removal appointment, a representative from Vivint has attempted to contact Mr. [redacted] via phone and email. Mr. [redacted] may contact this representative in order to schedule an appointment.   However, it should be noted that Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a Pre-Installation Survey.  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 December 30, 2017.   Upon completing the 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 $49.99 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 mentioned, Vivint agrees to the above resolution.   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