Vivint Smart Home Security

Revdex.com:
I appreciate the refund but I would be happier if Vivint would stop debiting my husbands account, since our contract ended in February 2017.  
Sincerely,
[redacted]

January 18, 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 7, 2011                                                              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 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]

October 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 23, 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 that he completed a takeover of his account, but Vivint has kept the account active under his name. Mr. [redacted] further alleges that Vivint did not contact him to inform him the takeover did not go through. Mr. [redacted] desires the account to be cancelled without penalty, and the past due balance to be waived.   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 May, 23, 2013.  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 $[redacted] 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.      Mr. [redacted] notified Vivint of his move and his request to have his new tenant to takeover his Vivint account in November 2014.  On May 21, 2015, [redacted] (Mr. [redacted]’ new tenant), called in to get information about the takeover. During this call, [redacted] decided that she did not want to takeover Mr. [redacted]’ account. The takeover option is a courtesy Vivint supplies to its customers, but it is Mr. [redacted]’ responsibility to insure his account takeover is fully complete. Vivint cannot force a third party to takeover an agreement they did not enter into with Vivint. Mr. [redacted] is responsible for the initial term of the agreement; Cancellation without penalty is not warranted at his time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on her account – currently $[redacted]; however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[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]

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 an update, the check was received on Saturday July 1st. It has been deposited and I am awaiting notice of it's clearing. All equipment was removed this morning, July 3, 2017 by Vivint. While this was resolved to my satisfaction, the effort it took and events that brought it to this in the first place should be noted as not something a consumer should have to undertake. The Vivint technician who removed the equipment today said it would have been a simple adjustment to resolve. I thank the Revdex.com for their assistance in this matter. 
Sincerely,
[redacted]

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

July 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: July 21, 2007Date of Addendum: March 6, 2015 To Whom It May Concern: I have reviewed...

the information provided by Mr. and Mrs. [redacted] and appreciate the opportunity to respond. In their complaint, Mr. and Mrs. [redacted] state that they attempted to cancel their account but was informed of a five (5) year extension. They state that they did not realize the customer service representative was extending the contract and request immediate cancellation without penalty. At this time, Vivint is willing to waive the extension of Mr. and Mrs. [redacted]’ agreement and immediately cancel the account. Vivint’s records show that on July 21, 2007, Mrs. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Mrs. [redacted] regarding her alarm service on March 6, 2015.  During this call, Vivint offered a sixty (60) month extension in order to secure Mrs. [redacted]’ low monthly rate for another five years, to which Mrs. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mrs. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. 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

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

January 3, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 31, 2017           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. Mr. [redacted] may contact Vivint’s representative if he 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

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...

July 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 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 is in the process of being resolved to Mr. [redacted]’s satisfaction. 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 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

June 23, 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: July 18, 2009             Date of Addendum: May 15, 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] explains that she has been unable to cancel her account. Ms. [redacted] requests cancellation or her account.   At this time, Vivint is willing to remove Ms. [redacted]’s account from collections and it will remain cancelled.   Vivint spoke with Ms. [redacted] regarding her alarm service on May 15, 2014.  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 thirty-six (36) 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 thirty-six months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Vivint’s records indicate that Ms. [redacted] stopped making her monthly payments after January of 2016. As such, Ms. [redacted]’s account was closed and sent to collections in December of 2016.   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

April 17, 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 21, 2015           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 his store was broken into and the Vivint alarm system did not go off and that Vivint has altered his alarm history on that day. As such Mr. [redacted] requests that his account with Vivint be canceled and Vivint reimburse him for the damaged and stolen property.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 Ms. [redacted] entered into an agreement with Vivint on August 21, 2015. Mr. [redacted] agreed to an original agreement term of forty-two (42) months and to pay Vivint a monthly service fee is $69.99 plus any taxes each month of that term. By signing the agreement Mr. [redacted] also agreed to section 6: Repair Service which states, “We do not warrant that the System will always detect, or help prevent, any burglary, fire, hold-up or other such event. We do not warrant that the System cannot be defeated or compromised or that it will always operate.” Mr. [redacted] also agreed to section 18: Vivint is not an Insurer; Limitation of Liability which states, “You understand that: (A) we are not an insurer of your premises, property or the personal safety of persons in your premises; (B) you are solely responsible for providing any life, health or disability insurance for yourself and persons who use the System, and insurance on your premises and its contents” Further, Vivint does not allow for any changes to a customer’s alarm history. A customer’s alarm history is recorded on the customer’s panel then sent to data storage. Due to these facts, cancellation of Mr. [redacted]’s account without penalty and reimbursement for damaged or stolen property is not warranted.However, in an effort to assist Mr. [redacted] Vivint is willing to discount Mr. [redacted]’s contractual buyout fee by fifty-five (55) percent if Mr. [redacted] would like to terminate his agreement early. Or give Mr. [redacted] five (5) free months of credit on his account. If Mr. [redacted] would like to proceed 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

July 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Wes and Janel N[redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 2014           To Whom It May Concern:I have...

reviewed the information provided by Mr. and Ms. N[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. N[redacted] in an effort to resolve these concerns. Vivint’s records indicate that this matter has been resolved to Mr. N[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

December 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 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] states that she moved residences but Vivint would not allow her to cancel her System Purchase and Services Agreement (“Agreement”). Ms. [redacted] desires her Agreement cancelled without penalty and a refund of monies paid to Vivint since June 30, 2016. Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty as a gesture of goodwill. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on June 28, 2014. By signing her Agreement Ms. [redacted] agreed to pay a monitoring fee of $69.99 plus any applicable taxes each month for an initial term length of forty-eight (48) months. Nevertheless, Vivint agrees to the above resolution. However, Vivint has been providing service to the alarm system and a refund of monies paid to Vivint since June 30, 2016 is not warranted.  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 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 22, 2013                                                                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 her daughter took over her account and her account was supposed to have been cancelled; however, it was sent to a collections agency. Ms. [redacted] requests the removal of her account from the collections agency.   Vivint has agreed to immediately remove her account from collections. Vivint apologizes for any undue delay or inconvenience this may have caused Ms. [redacted]. 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: Vivint's Legal division contacted me and said they will cancel my contract. They never addressed the refund that I requested. 
Sincerely,
Brandon B[redacted]

February 24, 2017 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 13, 2014           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. Ms. [redacted] requested a follow up call next week to discuss her concerns. The representative will be in contact with Ms. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 10, 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: November 14, 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 requests a copy of his System Purchase and Services Agreement (“Agreement”).   A representative from Vivint has sent Mr. [redacted] a copy of his Agreement to the email address that was provided in his complaint.   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